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Wed, Apr 14, 2021 3:47 PM

Terrible Customer Service Experience Dealing with Fraud

Someone is fraudulently using my address for their SimpliSafe home alarm system. As a result, I have had police dispatched to my home after reports from SimpliSafe about a possible break-in. Not only a traumatic experience for me, but also a waste of time and resources for our police department. Furthermore, if the account holder using my address actually was having an emergency, SimpliSafe has demonstrated no urgency in rectifying the issue, thus failing to keep one of their paying clients safe and protected. I have been on the phone with multiple customer service agents and a supervisor (Ron), and thus far have seen no progress made on this issue. It's been incredibly disappointing and I do not recommend doing any business with them if they are okay sending out officers to a wrong address when you as a customer may be experiencing a real emergency.

Community Admin

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469 Messages

1 y ago

Hi @marinahawk,

The account holder needs to authorize any change to their account. This is to prevent bad actors from making any unauthorized changes. It sounds like we're having trouble getting ahold of them but we'll have one of our Specialists reach out to see if there's anything we can do to help.

SimpliSafe Social Team
SimpliSafe Home Security

6 Messages

There is no way possible to get in touch with customer service without waiting on the phone for 30-60 minutes and I've tried many times but never able to get a person on the line.

How can I get any answers if I can't get through to anyone? Tried Twitter and no luck there either.

Community Admin

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2.9K Messages

1 y ago

Thank you for your feedback, dubess2525. We sincerely apologize for this experience. Please head over to this thread to read our response to your messages.

- Johnny M.
SimpliSafe Home Security