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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 

3 Messages

7 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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5.9K Messages

@cieloazulpr Did SS ask for your safe word and did you provide it when you called in to cancel? If you provide your safe word, say cancel that should be it.

(edited)

3 Messages

@captain11​  hey captain. You must not be fully aware of how this company operates that you work for. They will sometime absolutely just refuse to cancel your service. They will keep making up new excuses on why you can’t. The reason I got was that my reason was not good enough. I needed a better reason. I have told them to cancel at least 6 different occasions and you still call wanting to know why I haven’t paid the bill. I again repeat to them that it was supposed to be canceled and to quit calling. And guess what. You still have yet to cancel my service. I fail to understand how this is even legal. 

Community Admin

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2.8K Messages

@Markfrench​ To cancel your monitoring subscription, you need to call our Support team and verbally verify your account by providing your Safe Word. Once your account has been verified, our agents can go ahead and cancel your monitoring subscription - they will never refuse to cancel it.

Looking at your account, I do see that your monitoring subscription was recently canceled. 

I would like to be added to this thread as well.  We have been billed for years after moving because we could not recall our password safe code or the code on the box as we no longer live there.  Can someone please help me with an escallation ticket?

Community Admin

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2.8K Messages

@briandillard58​ If you forget your Safe Word, you can always retrieve it in either the SimpliSafe mobile or web app using the steps listed in this Help Center article. I have also forwarded your case to our Support team - a specialist will call you soon to help.

1 Message

3 months ago

I emailed ecallations to reset safe word.  How long is it supposed to take?

Captain

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5.9K Messages

@nmse2014​ They will not reset safe words on email. Security.  I suggest you call, although Emily says  you can can do it in the app, but I would call anyway.

Community Admin

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2.8K Messages

@nmse2014​ You can change your account's Safe Word in real time using the SimpliSafe mobile app. To do this, take the following steps:

  1. Open up the SimpliSafe mobile app on your phone or tablet
  2. Navigate to the My System gear on the bottom of the screen
  3. Select Location Settings
  4. Scroll down to the bottom of the page
  5. Under System Security you will see a Safeword field
  6. Tap the field to reveal your Safe Word and from there you can type in your new Safe Word

Once you are done, be sure to tap Save in the top right corner to save this change. And of course, you can always call our Support team to do this on the phone as well. 

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