4 Messages
Double Billing
After a review of our charges with SimpliSafe, it was discovered that our account has been double billed since August 2022, with the double billing equalling 23 months and approximately $690.
I called and spoke to a customer service representative on Saturday 7/13. The representative was very helpful and we were initially granted a 100-day credit of approximately $90. After reviewing the dates, I did not feel this was sufficient given the amount of time we were double billed. We were then offered a 6-month credit of approximately $180. The invoices were separate for 6 months with no address listed on either and were then consolidated with different invoice formats for the following 17 months with the address listed twice. Given the confusion on when and how these charges were applied to our account, the representative informed me of the escalation process available for unresolved concerns. I have emailed twice with no response.
The old base station was removed from our account on 7/13/2024 by the representative during this phone call. It was last registered to an old address and has not been active as of 11:20 pm on 4/20 due to a total loss house fire at that address (we were renting at the time). I contacted SimpliSafe by phone following the house fire to cancel the service, as seen in the gap in billing for June 2022. Billing was reinstated in August of 2022 for our current address (a completely different property) It was communicated to me during Saturday's phone call that the second account was set up within the app and the base station that was destroyed and reported to SimpliSafe was also billed for. I was told that "some homes are large and have two systems and that may be why" which seemed like an odd way to try and justify the double billing. Our homes have always had one system installed.
We have been very satisfied customers since 2020 referring many of our friends and family to SimpliSafe for their home security services. We have no complaints about the quality or timeliness of the services provided, only the billing procedures.
emily_s
Community Admin
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3.3K Messages
2 months ago
Hi @HaleyPankonien,
I am really sorry to hear about this - this absolutely is not the experience we want you to have. I've escalated your case to our Specialist team. A senior agent will reach out to you ASAP to make sure you are taken care of, so please keep an ear out for their call!
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jefflsimpson
1 Message
1 month ago
Me too, except it was 3 years and Mike (CS guy) questioned my honesty. I was only offered 2 months of a rebate. I was never told to cancel the old system when it no longer worked. Why would you continue to bill for a system that no longer works and was replaced??? I was so impressed with simplySafe for replacing the system for no change but now it looks like I paid $540 for that new system.
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HaleyPankonien
4 Messages
1 month ago
This has NOT been resolved. We are still waiting on the $384.12 to be refunded back to card. I was told the refund would take 3-5 business days on 7/16.
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