J

Mon, Jul 26, 2021 8:17 PM

Impossible to cancel

I've been trying to cancel forever. I keep getting charged. When I try to call, I'm on hold forever. My bank has reached out to simplisafe and reversed charges, but my account still shows active. I haven't armed the system in 80 days. I've removed the batteries. Has anyone had luck cancelling? How? Did you have to get a lawyer or report Simplisafe to the police? I'm at my wits end and don't have all day to wait on hold, get disconnected, etc. IM NOT EVEN TRYING TO GET A REFUND. I JUST WANT TO CANCEL THE SERVICE ON THIS DISCONNECTED SYSTEM TGAT IS IN MY TRASH CAN!

Advocate

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108 Messages

Il y a 1 a

Yes, unfortunately you have to talk to someone to cancel for security reasons.  The issues that are currently plaguing SimpliSafe are not typical.

Community Admin

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2.9K Messages

Il y a 1 a

Hello jyakimicki,

We're really sorry about the hold times we've been having lately. Our Support team has been working very hard and doing everything we can to get the extreme call volume under control. I have requested a call and someone will reach out to take care of you.

- Johnny M.
SimpliSafe Home Security

3 Messages

Il y a 1 a

This is not for security reasons. My system is in the trash, with no power. It hasn't been armed in months. Cancelling the service poses no security issue. You sent me an email saying that you'd be discontinuing service. I've repeatedly agreed and repeatedly informed you that I no longer want the service and that you are no longer authorized to charge any of my payment methods on file.

Community Admin

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2.9K Messages

Il y a 1 a

jykmk,

From what you're saying, it sounds like your account had gone into Bill Failure status. We do send you several warning emails, and then an agent will call you three times, and only on the final call do we cancel the account. So if you did want to keep your service and just needed to update payment info, you have plenty of time to do that. In the meantime, your actual account would remain as it is until it's finally canceled.

So yes, that process could be a way to cancel service without a call. But calling yourself is (usually) a much faster process, and should even be immediate.

But again, if our agent hasn't already given you a call, they'll be reaching out soon to get this done.

- Johnny M.
SimpliSafe Home Security

3 Messages

Il y a 1 a

FINALLY  CANCELLED (thanks BBB)!!!!!   For all others having trouble cancelling via phone:  I reported Simplisafe to the Better Business Bureau.  That triggers an inbound call.  Simplisafe has a policy that requires you to tell them your safe word on the phone to cancel the account.  They claim it is for security, but this clearly makes no logical sense.  We can arm and disarm our systems from the website and app.  Being able to cancel service from the same website and/or app would not pose a security issue.  It is either a ploy to force cancellers through customer retention, or the company has not thought through this 'security issue'.  If one could only "securely" cancel their service by calling in and giving a safe word, then simplisafe customers should also have to call in and give the safe word each time before entering their own home.  Your policy has made me a customer that will never return and will never be able to give a positive recommendation.

1 Message

Il y a 1 a

I have been on hold for over 30 mins. I have two systems and need help. This needs to stop.

1 Message

Il y a 5 m

Similar experience here, Simplisafe needs to stop trying to make it so hard to cancel. It is not for security reason as much as it is to improve their retention rate.