‎Service unable to charge credit cards | SimpliSafe Help Center
 
rezaenchayan's profile

Monday, September 12th, 2022 6:59 PM

Service unable to charge credit cards

​I am going through the same thing right now.... never ending loop. three cards were added and were declined. At the end one customer rep said a prepaid card would do the job. That didn't work either. The technical support duplicated my account as a new account in case there was a glitch with the account itself. Guess what? Same issue persists! ​

This post was created from this comment on different post

Official Response

Community Admin

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4.3K Messages

6 months ago

Hi @rezaenchayan,

You had replied to a thread where users were encountering an issue with our system that has since been resolved. Looking into your account, there does seem to be something else going on. I've requested a call from a senior agent who will investigate for you.

2 Messages

@davey_d​ 

Davey, the issue has been anything but resolved. I called tech support and they replicated our account and still this new account (setup under a different email) doesn't take any of our cards. I have called both Citibank and BofA and both confirmed that they don't even see a transaction coming through for them be blocking them.

I have called Simplisafe so many times and have talked with so many people with various aptitude and knowledge about the issue in sales, customer support and tech support. NOT ONE PERSON can tell me what the issue is. The only thing that got confirmed is that the issue has NOTHING to do with the banks that have issued my credit and debit cards.

We have been through this since Feb 2022 and I have called at least 20 times already. For whatever reason, the website CAN NOT accept any of my cards. I bought a prepaid card to maybe work around it after I talked to one of the customer service reps and even that is not working. 

Can I make a wire transfer or send a check and pay for the next 12 months in advance? We have spent over $700 in the security system and we can not afford to see our service dropped. I have replied to a "CEO Escalation" email that was sent by Simplisafe as well...I have yet to see a reply. 
Please allow me to make a wire transfer or send a check for the next 12 months. I believe this is the only way left for me to be able to pay and keep my security system. Otherwise, please reimburse me for the cost of the security system components that we paid for and we will gladly take our business to another provider that would actually be interested in keeping our business. 

1 Message

6 months ago

Did you get this issue fixed?

Community Admin

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4.3K Messages

@c1bot​ the original poster's case turned out to be a unique situation that needed more in-depth resolution. Have you already been working with our Support team? If you let me know more about what you're seeing with your account, we might be able to come up with a solution, or I can request a call for you as well.

1 Message

This is the exact issues I’m having - the exact issue many are having. I’ve called I’ve texted I’ve followed up and frankly spent too much time trying to resolve this and simplisafe has been zero help. 

THIS situation is completely unacceptable. SIMPLISAFE LEGIT HAS ISSUES PROCESSING A SUNGLE TRANSACTION - how on earth do you expect me to leave my safety in the hands on your company WHEN YOU HAVE UNRESOLVED TECHNICAL PROCESSING ISSUES. I will be informing Costco and Amazon if these issues with your company because this issue persist with so many of your customers and you have no solution but to blame them and tell them their card is the issue and not allow them to get their free trail or activate their account. What a mess. 

Community Admin

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4.3K Messages

@balazadi​ I'm sorry to hear about your situation. The original poster's case turned out to be a unique situation that needed more in-depth investigation on their existing account.

Looking into your account, it sounds like yours is an issue with purchasing your initial package? I'm requesting one more call from our escalated Support team and hopefully we can get this sorted.

(edited)

1 Message

That's a  L I E. There's NO unique situation. Many of simplysafe customers are having this problem, including myself. The company makes money by selling their security products.

Community Admin

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4.3K Messages

@bafool4u​ well yes, we are a business, so conversely if we're not able to charge your forms of payment, then we wouldn't make any money. It wouldn't make sense not to tell the truth, when we want to solve the problem.

I'm not at liberty to speak on someone else's case, but the original poster's situation was indeed not typical. Something had gone wrong with their account.

Were you experiencing similar symptoms as well? It's possible for charges to fail for different reasons. I would be happy to put you in touch with a senior agent who can look into your account and get the issue resolved.

(edited)

2 Messages

4 months ago

I'm experiencing the same issue on a new order. SimpliSafe is unable to process my CC. I had no luck getting the online purchase to clear. Calling in got the order to place on the first attempt and appeared in my order history! But it had to be cancelled and resubmitted by phone again to correct the list of items ordered. After resubmitting the order, thought everything was okay until a week later I called to check the status and find out the order was cancelled? Verified with the bank that on every attempt I tried to place an order the status appeared as a pending transaction, also confirmed that the bank did not block any of the charges, and the next step was waiting for SimpliSafe to process the account charge. On call back, the SimpliSafe rep wasn't able to resolve the purchase on a few attempts and a call back from them. I'm now waiting for another call back today from a supervisor to assist with the sale. Hope this works out, the security system itself seems to be good, but there is definitely something not right with the SimpliSafe sales transaction process. 

(edited)

Community Admin

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4.3K Messages

@mdz​ so sorry to hear that you've been having so much trouble! Hopefully our Sales supervisor is able to get that purchase through. But if you still need assistance, let me know and I'll report to our Sales team leadership for a solution.

2 Messages

Late update, but finally able to place my order after a few weeks. I had to call a few times, resubmit the order a few times, work with my CC on pending charges, get follow up calls from SimpliSafe supervisors to resubmit the order a few times and finally got the order processed. So even though it took a few weeks back and forth to get this order placed the sale price didn’t expire and as a courtesy they added an extra month of free monitoring. The service rep was really professional, and It eventually worked out for me and I got my new system.

2 Messages

3 months ago

After reading the post, I had the issue on the original purchase, found another avenue to make it happen. After receiving a text for a really good deal for interactive monitoring, decided to pull the trigger on that, but wait, can’t process on any of my debit cards, yes plural. Pretty sure that the deal will hVe expired by the time this is resolved.

2 Messages

@firearmspluss​ 

still not resolved! On the phone now I hope this gets resolved! Never got a reply from previous post

Community Admin

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287 Messages

@firearmspluss​,

I’m sorry to hear this! Hopefully you can get this resolved with the agent you’re speaking to. If not, please let me know so I can put you in touch with our Sales team leadership for a solution.

 

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