Cancel

This is incredibly difficult to cancel. Tried talking online with the chat feature. They told me I had to close the chat because of technical issues on their end and did not give me an incident number that I could refer to which seems incredibly disorganized for a company as large as them to not keep track of problematic conversations with customers. I was required to call them to be able to cancel. I asked the guy on the phone if there was any other way for me to cancel my subscription and he said no, unfortunately because SimpliSafe is dealing with "people's lives" since its "home security" they don't want someone to accidentally cancel their account. But I have a self monitoring subscription, so they are about as helpful as Netflix is for my home security so I should be able to cancel my account without wasting 30 minutes of my time. It could be a big clear button that makes it very clear you are cancelling your account. But no, they would rather have their soon-to-be-former customers struggle to cancel. Terrible user experience. Will not be returning as a customer. Will find a different provider. Absurd.

Hey @marriedwithhorribleinlawsx2​ this truly does sound like something in our billing system is having some confusion. Our system doesn't cancel accounts until multiple payments are missed over an extended period of time so the fact that you are a long time customer with no missed payments sounds like some wires are crossed. I understand this can be upsetting essentially being told you are going to be "punished" despite consistently doing the right thing for years, but I can assure you nothing is going to happen to your account. We will get this escalated further to see what is happening. 

The fact that there is no clear way to cancel the subscription under the "Account Management " tab of the portal raises real questions as to business practices.  I too want to cancel and am finding no easy way to do so . . . . 

@bmd While a big supporter of click to cancel in general, I want an opt in (key point there) that requires a call into SS and then provide a six digit cancellation code, similar to what I have with my cell phone carrier to prevent SIM swapping.

That said, call SS and ask for the misnamed "Loyalty Dept" and be firm and polite to cancel your monitoring. I have done it twice to test, and have asked 3 other persons who I recommend SS to test also. Once staffing was slim and took 30 minutes on hold, the others were (or would have been) accomplished from dial to hang up in less than 5 minutes.

To SS senior mgt: Very ADT like of you to not only require a chat with the "loyalty dept" (note that is not a compliment by any means) and you should have click to cancel, and an "opt in" for customers like me that do want to call in and require a code to be given.