‎Difficult cancellation process | SimpliSafe Support Home
 
jazrah's profile

Friday, March 17th, 2023 10:38 PM

Difficult cancellation process

I’m going through most difficult cancellation process. I will  NEVER recommend or do business with this company 

Official Solution

Community Admin

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5.3K Messages

1 year ago

Hi @jazrah ,

Canceling service is as easy as calling our Support team at 800-548-9508, and verbally confirming your Safe Word passcode. Is the issue that you were not able to remember that Safe Word?

It's worth noting that the above process is if you have a Monitoring account with 24/7 dispatch. If you have a camera-only service plan, you wouldn't have a Safe Word. So instead we confirm the serial number of the camera (written on the back of the unit) and the name that you gave it in the app.

Either way, after we're able to verify that you are indeed an authorized user, we are able to cancel immediately. But if you're not able to provide the above required info, then we'll have to go through other means of verification.

It sounds like you've already reached out to our escalations team. But if you haven't heard back from them yet, let me know here and I'll create a ticket for you.

1 Message

@davey_d​,

I also had a terrible customer service experience today. It is unbelievable and unacceptable that a company in the technology era we live does not have an online (email, chat or app feature) cancellation option.

Some customers do not want to call an talk with someone, some customers cannot talk with someone due to disabilities.

If you want to secure a safe process for the sake of customer security, create a process to do so.

First you obligate the customer to subscribe via credit card in order to finish the setup process (which is nasty by itself), and then you make them go through all this to cancel something they didn't want in the first place?

Your products are fine, but please be creative and find better and more ethical ways to make money.

Mauricio

Community Admin

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2.6K Messages

Hi @Mauricio, 

I'm terribly sorry to hear about your experience today. Our current process of calling in to cancel is to ensure that the request is authentic. We are continuing to work with authorities and our technical teams to find other ways to receive cancel requests without jeopardizing our primary goal of the safety of our customers.

If you would like further assistance, please let me know. I can open up a ticket for our escalations team on your behalf.

2 Messages

This company is the worst, they've been refusing to cancel my plan for 3 months and won't even remove my card from file. I'm about to have my bank replace my card to get away from these fraudsters.

(edited)

Community Admin

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2.6K Messages

@jon_1ebf53​ Our Support team has been trying to get hold of you. We really want to help get this sorted ASAP, so we're going to request that they first email you so we can determine the best time when you'll be available.

3 Messages

1 year ago

@davey_d​ 

im putting this here and hoping someone can better assist as I did not have any luck with calling to cancel over the phone. I called your customer service line today and was told to  in order to cancel I have to email ceo.escalations@simplisafe.com after speaking and repeating myself with the most rude customer care rep. I heard back via, I did not get satisfactory response and was asked to provide state ID in order to cancel. I’m frustrated and upset that simplisafe is putting people through this. 

if you’re seeing this message, please be careful. I’m not sure why they’re making so difficult to cancel an account. I’ve come across many reviews with similar situation. 

Captain

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5.8K Messages

1 year ago

@jazrah  Over the years I have recommended and placed over 30 systems.  Two were cancelled and returned within the 60 day return period (one due to finances and the other not satisfied with the product) but both parties told me it was easy and hassle free, although SS did ask why and then promptly processed the RMA.

Can you provide a few details on what happened?

(edited)

1 Message

1 year ago

I called 8889101458 and they had my account cancelled within 11 minutes.

1 Message

10 months ago

I have called and emailed several times, the advisor was rude, and said I can't cancel because the cancellation team finish at 5pm, which is when my work finishes also. I explained I work the same hours and he again said I couldn't cancel!!! Couldn't!!!?  Then when I said again, I need it cancelled, he said grudgingly that he would get someone to call me after work, but nobody did.

I am still being charged every month for a system I haven't used for months!! 

And because of this, my mortgage payment was not paid on time. 

I wouldnt recommend this company to my worst enemy. 

Cancel my god damn account now!!!!!!!

(edited)

Captain

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5.8K Messages

@Mightybee79​ Account cancellation team leaves at 5PM? Sorry Simplisafe, but Mighty should treat you like I treated ADT. Mighty, it's easy. 

1. Call to cancel

2. You are advised "Cancellation team is gone for the day". You say "Sorry, herse is my safeword and cancel;  you have been notified."

3. Send confirming email

4. If and when the charge hits your account, you dispute it and politely tell SS long walk off a short pier. Worked with ADT for me, will be the same with SS if it comes to that. Done.

And for the record, I remain a loyal SS customer for 11+ years and still say best overall, effective value in the industry.

(edited)

Community Admin

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2.6K Messages

Hi @Mightybee79​, 

Could it be possible that you're based in the UK? If you still need assistance, we can forward your info to our UK team.

Captain

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5.8K Messages

@emily_s​ So UK customer calling the US group? I could see that being a problem.

1 Message

9 months ago

I thought canceling (downgrading) from the paid service was difficult... Have you ever tried to remove an existing credit card?? 54 minutes later I'm finally done on the phone and waiting for an email confirmation that my card information has been deleted. Never seen a commercial site that doesn't allow me the ability to manage my credit card information completely self-service and independent of phone support. Probably also not legal, but who's counting, right?

1 Message

9 months ago

Incredibly difficult and time consuming to cancel my monitoring service.  First rep I talked to tried to talk me out of cancelling.  Then I knew I was in big trouble when I was transferred to another agent.  After a few minutes of hold music, I got a more aggressive agent trying to make sure I really wanted to cancel, tons of questions why I was cancelling.  Ridiculous and now not likely to be a customer again. The whole process wasted 15 minutes of my time. 

Captain

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5.8K Messages

@simplisafe  to avoid any, and I mean any resemblence to ADT, if any of the above is true, it has to stop immediately, completely and anything or anyone promoting this behavior retrained, reassigned and, if necessary, terminated.  You have your policy that a customer has to call. If they call, say cancel and my safe word is "xx"", it should be done. Period. No if's, no but's and no transfers; only a "I would like to confirm your monitoring service will not be renewed at the end of the month and the last effective day is {fill in last day of the month} and thank you for being our customer. Have a great day."

(edited)

Community Admin

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2.6K Messages

@captain11It is our protocol that a customer is transferred to a Specialist when they call to cancel. Our tech agents do not have the capability to cancel a user’s account, but they are trained to ask questions to get the support our customers need as quickly and efficiently as possible.

Captain

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5.8K Messages

9 months ago

@simplisafe It's been two (2) days and no response to this thread yet.  The delay is deafening and I am starting to see visions of ADT.  Please respond. Thank you.

4 Messages

9 months ago

I tried to cancel my doorbell camera recording as the doorbell itself died. After confirming the account I got the "we need the serial number of the doorbell." The doorbell is broke, I threw it away and deleted it from the app. The agent was adamant that he couldn't cancel without the serial number. That is absurd! I canceled my alarm monitoring a year ago and SS made the process as difficult as possible. Every time I have dealt with SS customer service has left a bad tatse in my mouth. I have 2 SS systems but I will be replacing both with Ring systems. The equipment is fine, the customer service is abysmal.

Captain

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5.8K Messages

@simplisafe It's been three (3) days and no response to this thread yet.  The delay is deafening and I am starting to see larger visions of ADT.  Please respond. Thank you.

4 Messages

9 months ago

The saga continues. I tried cancelling my doorbell because it quit working. It didn't go well so I blocked them through the CC company. Today I got an email saying that they cancelled my Emergency Monitoring. I had gone through the frustration and brain damage of doing that over a year ago. When I tried looking at my system both online and through the app I found out I no longer have access. SS has shut my system down. Guess I hit a nerve. And, since I bought the doorbell through Amazon, I thought I'd relate my experience there. Apparently Amazon has been getting so many bad reviews on Simplisafe lately Amazon is limiting the ability to leave reviews to Verified Purchases only. 

Community Admin

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2.6K Messages

@pauldort1​ It appears that instead of downgrading your monitoring plan to the free Basic App Control option, your account might've been cancelled. If you reach out to our Support them, they can fix this for you.

1 Message

7 months ago

I called and was taken care of within 5 minutes.   

1 Message

7 months ago

I cancelled my monitoring a month or two ago, only to find they’re STILL charging me! Rather than cancel my monitoring, it appears they upgraded my plan! It went from $27/mo to $29/mo AFTER CANCELING SERVICE! 

This comment has been converted into a post

3 Messages

7 months ago

I tried to cancel today and was told I cannot cancel unless I have a reason other than I just want to cancel. One agent refused to transfer to a supervisor and said he’d just “chill on the phone all day” unless I gave him a reason. Garbage company. Even more ridiculous that it is stated on Simplisafe’s support page that you can cancel online. 

Community Admin

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2.6K Messages

@Markfrench​ I apologize that you had that experience, you don't need to provide a specific reason as to why you want to cancel your monitoring plan. I've opened up a ticket with our escalated Support team on your behalf - a specialist will call you soon to help.

3 Messages

5 months ago

I'm adding myself to this list as I'm facing the same problem. Pretty disappointed of the quality or lack thereof of this support process. Simply Safe purposedly makes it hard to cancel and although within business reason (as we know this happens) their practices are unethical. I was redirected to a ceo. email address that does not exist as a point of escalation because support agent stated that they can't cancel my account as I wasn't able to provide them a serial number from the device. I explain that the device no longer exist (it was stolen) hence I don't have physical access to the camera nor the hub anymore. 

I will not be doing business with SimplySafe any longer and will make sure to commit a good amount of time as an advocate for the opposite while making sure other's don't fall for this practice. The alternative is to file a claim with the CC company and state the fact that I no longer authorize this charge. Running a company like this in 2023 sounds very desperate... we have options. This is unacceptable. 

Captain

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5.8K Messages

@cieloazulpr​ One question.  Did they ask and were you able to provide your safe word?

3 Messages

5 months ago

I'm adding myself to this list as I'm facing the same problem. Pretty disappointed of the quality or lack thereof of this support process. Simply Safe purposedly makes it hard to cancel and although within business reason (as we know this happens) their practices are unethical. I was redirected to a ceo. email address that does not exist as a point of escalation because support agent stated that they can't cancel my account as I wasn't able to provide them a serial number from the device. I explain that the device no longer exist (it was stolen) hence I don't have physical access to the camera nor the hub anymore. 

I will not be doing business with SimplySafe any longer and will make sure to commit a good amount of time as an advocate for the opposite while making sure other's don't fall for this practice. The alternative is to file a claim with the CC company and state the fact that I no longer authorize this charge. Running a company like this in 2023 sounds very desperate... we have options. This is unacceptable. 

Community Admin

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2.6K Messages

@cieloazulprI'm very sorry to hear about this trouble. I've sent your case details to our escalated Support team - a specialist will be in touch soon to help with your account.

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