1 Message
Why can't I cancel the subscription
I need to cancel my interactive monitoring subscription as I'm moving abroad but Simplisafe make this process incredibly difficult. There seems no way to do this apart from waiting for 40+ minutes to speak to a customer service representative
Be aware of this before you subscribe to their services. They do all they can to lock you in and prevent you from being able to cancel
Be aware of this before you subscribe to their services. They do all they can to lock you in and prevent you from being able to cancel
Official Solution
davey_d
Community Admin
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5.7K Messages
3 years ago
Hi folks,
Yes, unfortunately we do need you to call in so we can verbally confirm your Safe Word passcode - as we would for any change that could negatively impact your security.
And yes, you are absolutely right that it shouldn't take so long for our Support team to take care of. They're seeing some extremely high call volumes right now, but we're all working together to get the response times back down to normal.
nickwilkins, looking at your account I'm glad to see that you were able to get through. We sincerely hope that the next time you need to reach out, you'll have a much smoother experience.
(edited)
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mdolfan
197 Messages
3 years ago
However, you should not have to wait so long to speak with someone. That is frustrating and something that Simplisafe should fix.
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duffy_4
38 Messages
3 years ago
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sundeepmaithani
1 Message
3 years ago
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whoaru99
1.3K Messages
3 years ago
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davey_d
Community Admin
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5.7K Messages
3 years ago
You might have seen my reply above. Our Support team is experiencing some extreme call volumes right now, and we're all working hard to get it under control. It's possible that if you reached out on Twitter, one of my colleagues might have set up a call from a Specialist for you. But even then, it might be a while before they can get to your call. It's all hands on deck over there!
The best path, unfortunately, is just waiting on the line.
- Johnny M.
SimpliSafe Home Security
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captain11
Captain
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6K Messages
3 years ago
I don't know if online chat that once was in the help center would be an acceptable alternative, hiring of temps, outsourcing etc but this really has to be addressed. Thank you for your ongoing efforts.
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jared
1 Message
2 years ago
Of course you can upgrade your monitoring service online but have to call to downgrade and cancel. Gives sales a chance to talk you out of it. Tactic used by many companies, not unique to simply safe. But annoying as heck, and I avoid doing business with these types when I can. Saying it's a security precaution is just an company policy answer to avoid creating a secure way of doing it. I've had monitoring services, and frankly more highly secure critical systems that were easier to cancel than having to wait 30 minutes on the phone. It's easier to make a trade or transfer funds between financial institutions then cancel your simply safe monitoring subscription.
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sfrisc5552
1 Message
2 years ago
I can't remember the safe word. I moved from the address two years ago. The system was taken down and removed from the address. What do I do now?
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info_6f733f
1 Message
11 months ago
So true!
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thiagocosta85
1 Message
10 months ago
Horrible experience cancelling the plan. It's like cancelling a gym's membership. When you signup you can do everything in 5 minutes online, to cancel it, it takes HOURS if not DAYS. DO not buy simplysafe. I can not recommend them because they are a SCAM
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dgkahl57
2 Messages
10 months ago
FTC has issued a policy statement making clear that firms that trick customers into signing up for subscriptions or trap them when they try to cancel are breaking the law. To comply with the law, businesses must ensure sign-ups are clear, consensual, and easy to cancel. Specifically, businesses should provide cancellation mechanisms that are at least as easy to use as the method the customer used to buy the product or service in the first place.
Simplisafe makes it easy to upgrade. You have to call be placed on hold transferred and pitched to cancel the subscription. A clear violation of FTC rules and against thelaw
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jignacio
1 Message
9 months ago
@dgkahl57 Is there any way to file a complaint against Simplisafe for their customer service practices. I moved, and can not take the SS subscription with me, I've called them 3 times, once they were without system, second time, it was gonna take 30 minutes for someone to pick up, 3rd time, and I am currently on the phone, on hold for over 1 hour, waiting for the customer service guy to reach out to someone else inside the organization who would manage the cancellation. This obviously needs to be reports to the FTC, BBB, and any other agency possible.
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bernardinowedding1025
1 Message
9 months ago
I called and "cancelled" 2 subscriptions on November 10th, 2023, and I'm still being charged to this day. I even put a claim in with my bank and they are still charging me. Simply Safe, what's the deal here?
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laurenwylie
1 Message
9 months ago
I just called SS to cancel my subscription. I called at 3:20 pm and my subscription was cancelled by 3:30 pm. Based on the reviews, I will monitor to see if I am billed again. Otherwise, I wanted to let folks know that unlike most of the reviews I did not have an issue canceling my subscription.
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