‎Why can't I cancel the subscription | SimpliSafe Support Home
 
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Monday, June 21st, 2021 5:57 PM

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

1 Message

4 months ago

I canceled my service last June...I spent a half hour on the phone just to cancel it.

Simplisafe re-instated my account without my permission about a month ago.

Fortunately they do not have my current credit card number.

Today I found out they are still monitoring the system due to a fire alarm activation, again I told them to cancel the subscription and gave them my safe word and verified I am the owner of the account - they refused stating I needed to speak to the "Retention Department".

You have wasted enough of my time and are not getting any more. 

CANCEL MY SUBSCRIPTION

Captain

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5.8K Messages

@bax452​ It is a sad commentary that SS's "Loyalty" dept continues to make errors like this and reinforces my feedback to SS that it was a mistake, or an extremely bad idea, to create it in the first place. What makes it worse is that you took the consideration, time and effort to call SS again to bring this to their attention and attept to get it resolved. Even though they don't have a credit card and you can't be charged, you went through the extra trouble to get it right. SS, yeah, expecting to see someone from SS on this thread apolgozing.  This garbage is worthy, unfortuantely, of a company like ADT. SS, you fell way, way short on this one. At least show some class.

(edited)

Community Admin

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2.7K Messages

@bax452​ I'm sorry to hear about this. I've forwarded your case to our escalated Support team; a senior specialist will reach out to you soon to make this right, so keep an ear out for their call.

Captain

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5.8K Messages

@emily_s​ There should no be no need to escalate anything. If a customer authenticates and tells a customer service rep to cancel monitoring on a recorded line, that's it. Done. ADT tactics are not needed, or welcomed.

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3 Messages

4 months ago

OMFG.... this was painful. 50+ minutes to cancel. When I first got to a rep he verified my identity and safe-word. Then when I said the word; cancel everything changed. I basically had to beg the representative to clearly state that my subscription was in fact being cancelled and I would no longer be billed. She said she did not need to do that and that the email would state that. So I asked that she stay with me until the email showed up (seeing how I waited on them for 50+ mins) Amazingly she did.

Once the email showed up it was somewhat vague and stated: "

We're writing to let you know that the Emergency Dispatch Service for your location 1234 super street has been suspended. You will no longer receive emergency dispatch in the event of an alarm at this location" I told her this was not acceptable and I need a clear statement from her that my SUBSCRIPTION was cancelled (not suspended) and that I would no longer be charged anything by SimpliSucks. Amazingly enough after going back and forth (asking for her name and employee number...she only gave me first name) she clearly stated what I wanted....UGH!!! Thats when I let her know the call was being recorded.. its only then that I got an email stating that the subscription was cancelled and not just suspended. 

Funny thing is I didn't hate SS prior to this interaction and actually have and would have continued to recommend them to people. Its just that in my city there is no point of paying for this bc the police wont come even if you call them, let alone SS calling them. 

BUYER BEWARE!!!

1 Message

4 months ago

Hi, my subscription was put on hold because I was moving, then I guess you decided to restart it again without asking me. My system is not even active, which I believe you would know. I called to get this refunded, and you told me that you apparently believed you had some agreement to restart this again (without telling me). Then you agreed to refund, but I had to talk to someone else to cancel. I did not want to stay on hold, so I said I would just write a letter. I was then told that I had to talk to someone, as that is your process. I feel like you want to give your customers the runaround and make it difficult to cancel. I also do not think it is appropriate for you to "restart" without notifying and without checking to see if the system is active.

3 Messages

Yep you're right.  They're scum bags. 

Community Admin

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2.7K Messages

@laurelshaas​ I'm sorry to hear about this, your monitoring plan should not have reactivated unless that was the date you selected. Our cancellation process does require you to give verbal confirmation of your Safe Word, but that is so we can assure that the account change isn't being made under duress. 

I've forwarded your case details to our escalated Support team. A specialist will call you soon to help.

4 months ago

I have been trying to cancel for the past two weeks and am unable to ever get to anyone with support. I am left on hold for upwards of 30-40 minutes. I have actually waited thinking they may pick up but never do. I actually had someone pick up once and hang up on me 20 minutes through the call. 

Community Admin

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2.7K Messages

@courtneygregory93​ I apologize for this experience. I see that you contacted our Support team today and they were able to assist you. If you need anything else, please let me know!

2 Messages

4 months ago

It's 3 years later and their call lines are just as "long". Definitely not using them anymore.

Captain

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5.8K Messages

@mmackotn​ From my experience, hold times are almost non-existent for tech support, far different than the hold times years ago. If you are referencing hold times to cancel monitoring, I have suggested in other threads and posts to authenticate with customer service, confirm a recorded line, say please cancel my monitoring, they say yes we heard your request but...you say thank you, hang up and if a charge shows up on your cc, you dispute it. Done.

3 Messages

4 months ago

Pretty telling that when you call you get someone pretty quickly to try and sell you something but once you mention "cancellation" you are then put through hold hell.

2 Messages

4 months ago

Good thinking, will try it!

Captain

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5.8K Messages

@mmackotn​ Thanks. Please post your experience after the call if you get a chance. Thanks and happy  new year to you and your family.

1 Message

3 months ago

I canceled this YEARS AGO. Just noticed I am still being billed?! WTH guys. Looks like a lot of other people are having the same issue. Potential class action going on here. 

Community Admin

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2.7K Messages

@brandon783510​ You certainly still shouldn't be getting billed if you've cancelled your account. I've sent your case to our escalated Support team, a senior specialist will email you soon to make this right. 

1 Message

I'm currently trying to cancel my service. The first person I spoke to at SimpliSafe "Emily" took down my information and 'safe word' and then told me, oops, cancellation is beyond my scope so I will have to place you on hold to send it to the right team...currently at the 48-minute wait mark and still on hold with the crummy on-hold music keeping me company as a wait SimpliSafe's permission to cancel my service. This is not good customer service, but then again, they probably could not care any less as they assume they are losing a customer. 

I used to recommend SimpliSafe to colleagues and friends. Not anymore. Had I known they are effectively the Comcast equivalent of home alarm services I would have avoided them completely. 

Fingers crossed I can get someone to cancel my service within the next two hours..

Captain

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5.8K Messages

@solrac2k​ Simple process. You are on a recorded line, authenticated and said to cancel. When they say you have speak with another group, say, "Sorry, but  you got me on a recorded line, cancel, thank you, bye.".  If SS charges your card, dispute it and live long and prosper.

SS, you have to get your act together on this.

3 Messages

3 months ago

hands down the most horrible service --

I had to call them, answer a bunch of questions, and even then, they didn’t actually cancel it. They kept charging me for six months!

When I called again to sort it out, they finally canceled it but refused to give me my money back, claiming they had no record of my first call.

stay away unless you're prepared to stick with them!

This comment has been converted into a post

3 Messages

3 months ago

I've called, emailed, sent smoke signals and tried everything to cancel, they tell me it's cancelled, I've been being billed since July 2022 (going on 2 years now)... every month I dispute the charge, they don't answer the dispute, and the dispute becomes permanent... EVERY SINGLE MONTH this game.  I finally got a credit card that auto cancels after one charge and used that in my account, maybe they'll leave me alone... trying to cancel should not be this difficult.... ridiculous.

Captain

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5.8K Messages

@emily @davey  2 years?? If this is legit, it is time for senior management to be here in the community to apologize and explain how this seemingly broken process is going to be fixed....permanently.

3 Messages

It seems they outsource monitoring to a central station that a TON of these companies use (Simplisafe, Cove Security, and more) - they all use the same monitoring call centers.  Then the rest of their backend is nothing but a dashboard and horrible customer service, they make hardware, sell it, and then hope to just keep charging people monthly fees for a monitoring service that everyone uses.  Security systems, while probably needed, are mostly a money making money grab and that's why EVERYONE makes one now... Arlo, Ring, Simplisafe, Cove, the list goes on and on.  Make some sensors, design a keypad, design a website to collect people's $, charge them, then vanish and live off the monthly income.  Brilliant.

Community Admin

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2.7K Messages

@brett525b5d​ We sincerely apologize for this experience. Please know that we're going to do everything we can to make this right. I've escalated your case to our senior support team who is going to call you as soon as possible to help.

2 Messages

3 months ago

In June of 2023 I returned a system that I could not use. To date I still have not received a credit and continue to be billed monthly.

Two days ago I spent hours on the phone with Karen who said she would credit my card for the system, and then Gregg who said he would cancel my account and credit 6 months of charges. Still no credit.

This is unacceptable and today I'm going all in reporting this continuing problem with Simplisafe.

JBell

3 Messages

Just dispute the charges with the credit card company, I've been disputing monthly charge every month for 18 (EIGHTEEN MONTHS). Simplisafe NEVER responds to the credit card company dispute, so it becomes permanent.  That's how bad their system is and how badly no one is paying attention to anything.  My understanding is they are being charged $25 - $50 a month per lost chargeback / dispute in dispute fees, so not only are they losing the $ they are charging me, but it's actually costing them monthly to charge me.  LMAO.  I can't with this company.

Captain

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5.8K Messages

I have been a customer of SS for going on 13 years and have never had an issue to this magnitude. Issues, yes, but they have been addressed quickly and to my satisfaction.  That is the same for the 30+ other systems I have recommended and placed over the years, including friends, coworkers, family etc.   On my post above I have asked SS to resolve this for  you brett525b5d and it appears now a 2nd customer has their own long term issue.

2 Messages

3 months ago

Credits received today! It is very sad to read all of the complaints for this company. We had the system and service for many years and really liked it. No issues until we tried to cancel.

Management should be called out for these clearly ongoing tactics. In my opinion, it is simply poor business on the verge of scamming people for subscription money. A simple 'cancel subscription' button would be a great first step.

JBell

Captain

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5.8K Messages

@john_b_bell​ I will still put myself in the strong supporter, loyal customer for SS category but do get concerned in reading posts such as yours and others.  SS, to me, always tries to do the right thing but sometimes trips up despite themselves.  Rank and file can only do as much as they are empowered by management, and since the establishment of a "Loyalty Team," the number of complaints here in the community has gone up. Given that SS has millions of customers, bandwidth is probably their largest challenge and customers like you are the ones directly impacted.

SS, when it comes to processes, remember: Elminate, if you don't need a process, innovate to shorten it or make it better, and, finally, automate any remaining that should be world-class. You can, and must, do better than this.

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