Customer Support Reps Making Unauthorized Changes.. Locking Me Out of My Account.
I called in to voice a complaint because my car was broken into, and like many of you, my doorbell camera failed to pick up any motion. Even though my vehicle is in full view of the doorbell camera. I called, was offered a solution that wasn’t a solution because my camera was already set up correctly - per their troubleshooting .. Completely aggravated and disappointed in their service, the call was ended and I went about my day.
I attempted to login to my account and couldn’t .. weird.. tried to change my password.. couldn’t receive the reset emails .. weird. Went through my email and found a SimpliSafe notification that my email address was changed, meaning my user name was changed. I was still receiving activity notifications so I didn’t notice until I attempted to access my account; which prompted the email search.
Why is a rep making unauthorized changes to my account that impact my ability to use their service. I had to call in and go through two departments to get this resolved. In an emergency where I needed to view my system or cameras, I would have been completely out of luck.
This is completely unacceptable.