‎Billing issue | SimpliSafe Support Home
 
aarons's profile

Monday, March 13th, 2023 6:37 PM

Billing issue

Hi, our company was billed $4,097.74 back on February 17th, 2023. Our normal monthly charge is usually $250+ dollars, so this came as quite a shock. We have over a dozen locations associated with the account. We first became aware of this billing mistake on 3/3/23 and I called into billing support and opened a ticket. After a couple long phones calls (3+ hours, and 6 different support techs) we still have nothing to show for other than an acknowledgement that the charge is a mistake and a supervisor would help resolve this issue. Our accounting department needs this in writing and/or concrete steps on getting this resolved. We are a long time customer and need this resolved right away. 

Community Admin

 • 

5.5K Messages

1 year ago

Hi @aarons ,

We sincerely apologize for the inconvenience. Unfortunately there's not a lot that we can do here in the Community, since this does require investigation by a Support supervisor. Looking into your account, I can see that call you were promised has not happened yet. I've requested a callback from our senior team, and we'll get this sorted for you ASAP.

2 Messages

1 year ago

Thank you, Davey. It is most appreciated!

4 Messages

1 year ago

We have been having a similar issue that has yet to be resolved.  We can't access any invoices past Feb 11 so we have no way of reconciling any of the random strange charge amounts they are charging our credit card. I have spent hours on hold to no avail.  Last week after being on line with numerous people I asked to speak to someone higher up.  The person I was transferred to said he would need to research and then get back to me to get all the billing issues clarified/cleared up.  Still no word.  Basically since beginning of year when they switched to a new billing system it has wreaked havoc.  SimpliSafe does not appear to be set up to accommodate businesses with multiple locations nor do they appear to have a designated Billing Department that can easily access all of the billing for our business.  We will have to switch to another company if they can't get this cleared up.  What a mess!

Community Admin

 • 

2.9K Messages

Hi @brittanyfrost​, 

I'm sorry to hear about this. I have forwarded your case to our specialists, they will give you a call soon to get this straightened out.

4 Messages

1 year ago

Thank you for your response.  However I have been dealing with this for the past 3 weeks.  Last week after speaking with someone I assume was higher up since I asked to speak to someone in Management, I was told to give him a couple of days but as of today Thursday still no response.  

2 Messages

1 year ago

We are having the same issue. They say the credited the account. Our banking institution can not find a credit. 

2 Messages

1 year ago

This is a lot of money ($4500) to be automatically charged to our account. This should have been resolved immediately and I have still been getting the run around.

Community Admin

 • 

2.9K Messages

Hi @alex_595062​, 

I'm sorry to hear that about your experience. I've gone ahead and sent your case to specialists. Someone will reach out to you and make this right ASAP.

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.