J

Sun, Jul 4, 2021 12:37 AM

Customer Support

Terrible customer support.  I have a new system with a faulty sensor.  Have sent an inordinate amount of time waiting for tech support and writing emails to no avail.  AWFUL CUSTOMER SUPPORT!

Community Admin

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2.9K Messages

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We sincerely apologize for the wait, jacque614. We've been seeing some extreme call volumes over the past few weeks, but we're doing everything that we can to get back to our usual speedy turnaround time.

In the meantime, if you want to let us know what you've been having trouble with on your system, we can help with some troubleshooting steps here!

- Johnny M.
SimpliSafe Home Security

1 Message

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On or about 11/27/2020 we activated monitoring at $9.99 per month, from 11/30/2020 to 04/11/2021 SimpliSafe debited my account 44 times for a total $439.56. the monitoring fees for that period should have been $49.95. We had to cancel in early April to stop the transactions but we can't seem to get them to refund the money. All the transactions were to the same wire transfer #888 957 4675 MA. Wish I could add a photo of the documents from the bank. It's just frustrating that I will probably have to retain a lawyer to resolve this.

Captain

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4.7K Messages

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Really? You show documentation that you were charged 44 times for 8 months of monitoring and SS won't refund your money? It appears Simplisafe must be a bunch of idiots..which in my experience they are not. Mistakes at times, but not near anything to this extent.  Did you call your bank to dispute the charges? What did SS mgt say when you asked to escalate the call and offered to send them documentation? And you pay wire trf charges to send 9.99 each month?

Community Admin

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2.9K Messages

Il y a 1 a

Hi krussell_11,

That is very concerning. Could it have been possible that you had multiple accounts active instead of just the one?

From your account info, I've created a callback request so that a Specialist can sort this out for you.

- Johnny M.
SimpliSafe Home Security