Canceled my Order

Hi, I recently placed an order with Simplisafe, and have been looking for a means to contact someone at Simplisafe to be aware of this issue.

Yesterday, Dec. 12th, after deciding against a competitors system due to their poor service and shady practices, spending time and  reading over reviews and blogs, I decided that Simplisafe had what I was lookin for. Namely, the $80 a month Pro Service Plus. I started to put the order together online, ran into a question and called the 1-800 number. I told the agent what I wanted, we discussed and put the order together, gave all the necessary info, contacts, security word, and finally billing for the system. Everything was complete, my card charged with the order to ship within the next 3-5 business days. I was satisfied that I had made the right decision.

And that is when the issue began.

Within 10 minutes of placing the order, I forgot one item and called back. I stated, "Hi, I just placed an order within the last 10 minutes, but forgot to add an item. I need to see about adding it to my order OR placing a new order for the part." I was told that wouldn't be an issue and to provide name and  shipping address of the order. I provided it, and then there was 60-90 seconds of silence before I was told, "I'm going to transfer you." Talked to the next person, told them the same thing above, gave them my name and shipping address as was told I would need to be transferred. Now on the third transferred phone call, gave my name and shipping address again, as was told... MY ORDER HAD BEEN CANCELED. I stated "I just placed my order 10 minutes ago, that cannot be!" He reiterated that no, it was canceled. Irritated, I thought that maybe because it was still a new order that it had not processed yet. I stated I would call back, and I did around 5 yesterday. Gave the lady my name and shipping address and she confirmed, my order was cancelled. 

I NEVER stated to cancel the order, nor gave anyone the authorization to do so. I do not know if it was a language barrier or not following company procedure, but regardless I'm disgusted by this. I set aside time to put this together. This was my first experience with this company. I might be willing to shrug my shoulders and say "oh well" if I was buying a toaster, but this is an alarm system that I want to protect me and my loved ones. If this is indicative of Simplisafe's service, why would I ever use this company?

Again, This was not a tentative order, nor was it me asking for pricing. I HAD ALREADY purchased the equipment, and signed up for the highest tiered Pro Plus service and was looking forward to it.

I'm just putting this out there for Simplisafe to review for potential customer issues so that when the next customer comes along, it can be handled better. As much as I really wanted Simplisafe's monitoring service, I can't work with a company that appears to not know what is going on.