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Sunday, March 1st, 2020 1:57 PM

Billing System issues - have to re-enter card every month

We have been customers for years. All of the sudden last year, we get an email every month that our payment couldnt process and we need to re enter the card info.

"We recently attempted to bill your monthly Alarm Monitoring fee to your credit card on file and unfortunately the credit card could not be processed."

We were told in November 2019 by SS support that it was a known issue, and a new platform was rolled out that would solve the problem?

Who elese is having this issue?

Every time we re enter the card info and the payment processes shortly after, no other vendors have this issue with our card.

Captain

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5.9K Messages

4 years ago

@dfoxwe  why use multiple threads? You are getting responses there.  Did you call SS as previously suggested by coltmaster1? What did the agent say? Did you speak with a supervisor?

50 Messages

4 years ago

I am experiencing the same issue regarding billing and SS not able to process my CC. This has happened to me on 3 separate occasions. Each time I had to call SS to make payment.(This in itself took many hours of hold time and several calls to even reach a live agent) Each time SS said the problem would resolve. It hasn't This month once again I received message that SS wasn't able to process my CC, and I am still not able to get through the hold que to speak with a live agent.

I know you can go to SS website and reenter your CC info and that will work until next month when the annoying message reappears. I don't want to manually enter my CC card info each month. Every time I call SS I get put in a hold que where my call is  rarely answered, even when I call at all hours of operation, it doesn't matter. Emails for SS to call me are never received.

Don't know what my next move will be. SS needs to resolve this, its been going on for way too long.

Love the SS alarm, hate SS support.

Greg

4 years ago

It's been going on with me for so long I think it's time to find another alarm company. They refuse to fix the problem and it's on their end. With all the problems we have to deal with, being hounded with constant cancellation notices for non-payment on a perfectly good credit card is inexcusable.

1 Message

4 years ago

yes im having the same issue now even updating my card doesn't fix this I called and spoke with multiple reps and they justy process the card but nothing gets fixed its getting old

1 Message

2 years ago

I have been having the same problem with Simplisafe requesting me to update my credit card information for the last 4 or 5 months. I have been with Simplisafe since 2010 with no issues until now. When I call their so called customer service, the rep processes my card when I am on the line with them and it goes through and I get the monthly promise that the issue will be resolved. Now the rep does not attempt to process the card, promises me that I will get 2 months free monitoring for my inconvenience and then turns around and sends me an e-mail saying that my monitoring will be cut off if I don't make payment. I am going to try to speak with a supervisor and if they don't help, I am going to cancel my account and find another security system.

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