L

Thu, May 14, 2020 1:50 AM

Automatic payment keeps declining, going on over a year now, constantly told it is my fault.....

So, back in early 2019, I received an email from Dave/Simplisafe saying my credit card on file declined the automatic monthly charge. I called Simplisafe right away, and told them to just try it again as I have had no issues with that card, and it was immediately approved. I figured it was just a glitch, no big deal. The next month, same email. Again, I called Simplisafe, they ran my card again, all is good. I explained that this was the second time, and they advised I call my bank to see why they rejected the automatic payment. I called the bank, they had no record of the charge, so nothing the bank could do. Again, maybe just a glitch, forgot about it. Next month, same email. Called again, told the same thing, explained the bank did not even see the transaction, must be something on Simplisafes side. They manually ran the card, approved, they will look into it. To cut a long story short, this went on every month, many, many calls and discussions, always coming back to it's my fault. Simplisafe rep deleted the card (as you cannot do that on the website), and re-added it, no change, the same old automated email from Dave from Simplisafe... In November 2019, after numerous "I need to speak to a Manager" requests (every month), I finally spoke to Evania, who seemed to actually care and listen instead of just blowing me off and insisting it was my issue. Evania looked into it, and called me back the next day saying that she found the problem, for some reason my card on file was only authorized for refunds, not debits. Evania assured me the issue was fixed, and even gave me 3 months free for all the troubles! Roll on after 3 months to February 2020, and guess what, I get an email from "Dave" saying my payment was declined & to update my payment method!! I respond to the email that this is a really frustrating ongoing issue, and to speak with Evania or check my notes. No response. I get the second email, so call Simplisafe, and am told again it is my bank, even though I explained I already called them and they do not see it. I ask to speak to a supervisor again, and someone calls me back the next day. In the meantime, I call my bank yet again just to make sure, no record of the transaction. The supervisor (didn't note her name) insists it is my fault, tells me my card is bad, even though I explain it works everywhere else, it cannot be the card, etc... She then tells me I need to just add a new card, no one is available to escalate above her, and hangs up on me.... Roll on April, same email. Call and spoke to Lornie, very nice, very apologetic, deletes and re-adds the card as assures me it won't happen again. Just got the email, card declined. I am sure I am not the only one experiencing this issue. I could add another card, but I don't have another card to add, and to be honest, I shouldn't have to. Anyone else experiencing this problem or the inefficiency of support? I am a Customer Support Manager for a major software company in Boston myself, I just wish there was a survey option after every call, as I have made a lot of calls with dissatisfied results....

Advocate

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2.8K Messages

Il y a 2 y

There have been several reports here about billing/credit card issues within last several months.  It is most likely on SS's end, and there is usually no explanation for the majority of the complaints.  As you described, cards manually entered usually go through without any problems at all, but if it's automated or via their server/script/payment method etc, it doesn't work as intended.  Good luck trying to get someone to look into their payment process. It also happens with expired cards, so when a person gets a renewal card with new expiration date, trying to add the new info on the user's account is nearly impossible.  Of course, when one calls SS and they manually enter it, it's magic, the card charges go through just fine.  It isn't rocket science, but to SS, it must be because the complaints still come.

I guess you could call them again and ask for a senior supervisor familiar with billing because you will no longer tolerate the failure to process your payments, that you're done with the constant inconvenience, and you're not the only one who has reported that the billing process has problems that demand a thorough looking into.  I know this isn't what you wanted to hear, but unfortunately, SS doesn't always resolve issues, or, they take forever to fix something - keep after them.

3 Messages

Il y a 2 y

I received a call from "Faith" at Simplisafe telling me my payment declined. I started to explain that this is an ongoing issue, my bank does not see the payment so is not declining it, and requested to speak to a Manager. Click.... She hung up on me....

1 Message

Il y a 2 y

I have also received emails from "Dave" that there is a problem with my card and it needs to be updated.  Upon going to the web site and signing in, I find that there are several instances of the same credit card number with differing expiration dates.  It is not possible to delete any of the cards online and not possible to know which card I've chosen to proffer.  Too bad Simplisafe hasn't spent as much money on IS to collect payments as they do on advertising.  I kinda feel trapped and that's the problem.  Otherwise I'd go elsewhere for monitoring.  Great system, though.

1 Message

Il y a 2 y

BIngo Same here. been dealing with it for about a year. Each call gets me more frustrated, and 2 free months. Well that is not a solution for me. I get "Second Notice" email for the first email each time. I have not had bad experiences with the phone reps. Other than nothing changes. One of the reps did mention that as well as my bank they have had problems with Chase cards.  
As you did I called the bank and they see no transactions failed or other wise from SS.

So at this point I am about ready to switch 2 houses to RIng due to my frustrations.  I sent an email and they have 1 last chance to make it right.

9 Messages

I hope you get your situation fixed but to be honest the situation has been going on for well over a year probably more and they still haven't even acknowledged that there is a problem. It concerns me that I'm trusting this company's technology with my safety and the safety of my family and they can't figure out a way to get their website to ring a sail through.  It also concerns me that they don't acknowledge that there is a problem but make it seem like it's just a one-of-a-kind problem.
 I've emailed three times. If somebody from SimpliSafe can email me back that would be appreciated because I've spent enough time on hold and talking to the people at SimpliSafe and still nothing is fixed.
 I've gone from a satisfied customer to telling people I would stay away from SimpliSafe at this point until they get their act together. I think that they have grown too quickly.

9 Messages

Il y a 2 y

I am also having the same problem. I have tried multiple credit cards and they all come back declined on the web site. I've tried different computers, phones, even different Wireless. I had to call American Express, and Chase Visa to have them void transactions on my card because they charged my card yet nothing shows up in the order section of the  website.
   The bottom line is itthat it concerns me that a company who deals in security through technology can't get a website to ring a sale through. It also bothers me that after this situation has been going on for more than a year the customer service reps don't seem to know anything about it and are quite useless in that respect.
  can someone please get back to me from SimpliSafe because I've sent three emails to you and no one is returning my emails or my call?

1 Message

Il y a 2 y

Same problem here. My bank told me that in June 2019 Visa made it to where merchants have to verify your 3 digit code on the back of your card. SS isn't saving that info and did not update their system, hence everyone's cards getting declined.

Advocate

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2.2K Messages

Il y a 2 y

Mine hasn't been.  Yet.

9 Messages

Il y a 2 y

Mine is still doing it. When I call, everyone that I talk to says that they never heard about this issue!

9 Messages

Il y a 2 y

Mine is still doing it. When I call, everyone that I talk to says that they never heard about this issue!

9 Messages

Il y a 2 y

P.S. I tried it with AMEX and Visa and they both would not work. I also tried from my laptop and them my cell phone and they both failed as well. So, the problem was not the credit cards, it was not the computer because I also tried it on my cell phone.  I also tried using my home wireless and then I tried my data connection on my cell phone. Those both also failed.  


It's their website.

Community Admin

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2.9K Messages

Il y a 2 y

@jzeccolo

Thanks for keeping us updated. It does sound like you're experiencing a rare issue that we should investigate further. From what we can see on your account, however, you did reach out to our Support team again. Were they able to help?
If you encounter the same issue again, let us know here and we'll look into it.

Johnny M.
SimpliSafe Home Security

1 Message

Il y a 2 y

I'm not sure how many months this has happened to me, but almost every month for a year, I'd guess.

I'm not going to call in again. If Simplisafe ever wants another dime from me, you'll have to fix this! We'll just self-monitor, call the police if the alarm sounds, and LOCK AND LOAD!

1 Message

Il y a 2 y

I have a similar situation. My credit card info was stolen, therefore it was cancelled. I forgot to change the credit card on my account, and it was declined. My account was supposed to be charged 09/02. I remembered to check on 09/09, and noticed my card was declined. A week, no notification, no call, no email. I changed my account online to add my wife's card, and then made a payment Then Surprise, out of the blue, a 2nd payment was debited on 09/09. I called. They apologized. They removed old card, and happily refunded the 2nd payment. Fast-forward to October 2, no payment debited. Shows active. Fast forward to October 20, no payment debited. Shows my correct credit card, shows active. I'm at a loss.

Advocate

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2.8K Messages

Il y a 2 y

^ depending on what day you entered the new cc, might have changed the date due on your account - call SS and confirm, and tell them again that their payment process system STILL is not working correctly.  I don't understand why something as important as customer credit card info and payment process isn't a priority, SS get it together!

1 Message

Il y a 2 y

Somewhat similar to my issues. All my debit and credit cards (VISA, MASTERCARD) are not working when paying for additional sensors.