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rkcrum

1 Message

Tuesday, July 26th, 2022 10:20 PM

Can't Remove Old Credit Card

I cannot delete old credit cards!  I updated with a new credit card, but the system keeps saying that the payment has failed.  This is very frustrating.  Please help.

Question

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Updated 

1 month ago

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14

This post was created from this comment on different post
davey_d

Community Admin

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4.8K Messages

1 year ago

Hi @rkcrum ,

Our Support team at 800-548-9508 can take care of updating your account for you - and removing any old info.

5

geoffliu

1 Message

@davey_d​ Why not just give users the ability to delete their own credit card info? You might want to look into GDPR and CCPA laws as you may be in violation for lacking this feature.

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1 year ago

adksafnfnjvdnsjk

2 Messages

Yes, we should be able to delete our own credit card information without wasting both ours and a customer support rep's time on the phone.

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9 months ago

MsTara

2 Messages

@davey_d​.  Shouldn't have to call for this. It's an inconvenience. Most all apps and services allow you to remove a cc from your payment methods easily in-app. Why would SS even want to have call center reps deal with such minute things that should be handled on the user end in the app? Sheeesh!

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7 months ago

slafleur56

8 Messages

@davey_d​ NO THEY CANNOT THIS IS FALSE. 

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4 months ago

ybbob8533

1 Message

I totally agree with everyone's comments that the subscriber should handle deleting the credit card payment info - primarily if the card has been discontinued/replaced.

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4 months ago

joelawroski

1 Message

10 months ago

Agreed geoffliu, I just spent 20 minutes on the phone unnecessarily. Very frustrating!

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rgodrx

1 Message

10 months ago

I also agree with geoffliu

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swanng

1 Message

7 months ago

Thousand of customers likely also agree that we should have the ability to delete our old credit card information without intervention by SimpliSafe.

Do something about it!

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v1rotate

2 Messages

6 months ago

I just spoke with Andrew at SimpliSafe. Even THEY are unable to delete my old credit card! This has been a known issue for months. It makes me question the credibility of SimpliSafe entirely and I may just cancel monitoring altogether. I'm very disappointed because they did a good job otherwise.

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davey_d

Community Admin

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4.8K Messages

@v1rotate​ so sorry about that. This is a technical issue on our end, and not a matter of policy; our Support team should be able to remove credit card details for you after verbally confirming your Safe Word passcode. I've requested a call from a specialist so we can take care of this.

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6 months ago

davey_d

Community Admin

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4.8K Messages

@v1rotate a specialist attempted a few times to reach you but was not successful. They also sent emails that you can reply to directly. If you still need assistance, let us know!

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6 months ago

0

slafleur56

8 Messages

@davey_d​ I just spoke with a supervisor today and they CANNOT remove my old card. I will be asking my lawyer how to get a court order.  https://listings.pcisecuritystandards.org/documents/PCI_DSS-QRG-v3_2_1.pdf

Organizations accepting payment cards are expected to protect cardholder data and to prevent their unauthorized use—whether the data is printed or stored locally, or transmitted over a public network to a remote server or service provider.”

This association also states that, “In general, no cardholder data should ever be stored unless it’s necessary to meet the needs of the business.” Having a second card is not necessary to meet the needs of the business. 

If there is no legitimate business need, industry data storage laws are stringent, and there is no incentive for a merchant to store your card information.

I will report this to PCI compliance, the the Federal Trade Commission and ask my lawyer how I can obtain a court order if need be. 

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4 months ago

LucanderHome

1 Message

5 months ago

I just upgraded my credit card info and am unable to delete my old card info. I called SimpliSafe customer service and was told they could not remove my old credit card info. 

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emily_s

Community Admin

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1.2K Messages

Hi @LucanderHome​, 

Our customer service agents should be able to remove your old credit card information. I've forwarded your case to our specialists - someone will reach out to you soon to get this straightened out.

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5 months ago

0

slafleur56

8 Messages

@emily_s​ 

I just spoke with a supervisor today and they CANNOT remove my old card. I will be asking my lawyer how to get a court order.  https://listings.pcisecuritystandards.org/documents/PCI_DSS-QRG-v3_2_1.pdf

Organizations accepting payment cards are expected to protect cardholder data and to prevent their unauthorized use—whether the data is printed or stored locally, or transmitted over a public network to a remote server or service provider.”

This association also states that, “In general, no cardholder data should ever be stored unless it’s necessary to meet the needs of the business.” Having a second card is not necessary to meet the needs of the business. 

If there is no legitimate business need, industry data storage laws are stringent, and there is no incentive for a merchant to store your card information.

I will report this to PCI compliance, the the Federal Trade Commission and ask my lawyer how I can obtain a court order if need be. 

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4 months ago

0

emily_s

Community Admin

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1.2K Messages

@slafleur56​ I'm sorry to hear this! I've gone ahead and escalated your case to our Senior Specialists. They'll reach out to you soon to make this right.

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4 months ago

0

slafleur56

8 Messages

4 months ago

As of May 15 2023 they STILL cannot remove and old card number. They say they have "engineers" working on it. This is a security issue for me. It is OUTRAGEOUS. REMOVE MY SENSITIVE CARD INFORMATION FROM YOUR SERVERS. Unbelievable. Almost a year and the problem is still happening. 

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lulumarcus7

1 Message

@slafleur56​ I've been dealing with the same problem. The first time I called I was told to call back at another time "engineers are working on it". I called this morning, 5/30/23, and I'm getting absolutely nowhere. I'm getting the same runaround. I find it hard to believe that Simplisafe can't figure out how to delete my old credit card information. I want my sensitive information removed from their servers. Have you filed a report with PCI compliance and the FTC?

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4 months ago

0

danwhiteman

1 Message

4 months ago

I changed my payment method. The old card is still on the the app with no remove selection. The new card is being charged and working good. It’s been three months and I keep getting “update my payment” in my mail. A little frustrating I can’t remove it on the app. Also to mention it’s annoying to see the email after deleting it over and over and over and over. Annoying huh…..

thank you for any updates on your app for payment as well as multiple users from the app. The NEAR FUTURE.

✌️

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Alexandra

1 Message

4 months ago

Customer service  says Simplysafe is doing an ongoing! update to the billing system , but there is no due date for the update. This is really unacceptable. We should have a simple way to delete old cards at will.  SimplySafe has no right or reason to keep a record of every card we ever used!

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lviengvilayvong

1 Message

3 months ago

Just got off the phone with customer service and they CANNOT delete my credit card. It’s upsetting that we can’t delete our card in the app or website and when we call they can’t delete it on their end. So frustrating!

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mayh7

1 Message

2 months ago

Just reported the fact that SimpliSafe cannot delete credit card information from there system to Mastercard, Visa, and AMEX. Guess we'll see if anything changes since it hasn't in over a year!! I just can't believe how cavalier they are with credit card information.

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Rocketman

3 Messages

Crazy that this has been YEARS and they still cannot delete customers old, unused payment methods. 

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1 month ago

0

dlboarman

2 Messages

1 month ago

There should be a way to delete old credit card information.  This is not rocket science.

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Rocketman

3 Messages

1 month ago

I probably had 8-10 old cards in there for various reasons and haven't been able to delete old payment methods since I have been a customer. Years...

Well I gave calling support another shot. The agent I talked to was very nice (I know it is not his fault...) and he was finally able to delete all of my old unused cards except one. That one he is escalating and will hopefully be removed in the next day or two.

This is the ONLY site I have ever come across in the dozens I deal that does not let the users themselves delete their old payment accounts. You shouldn't have to waste a valuable hour of your time to call in and ask a support agent to do it for you. waste of time and money on our part and on SimpliSafe's as a business. Just piss poor business practice.

My two rubles...

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