2 Messages
SimpliSafe referral fees - ongoing issue
What is up with SimpliSafe and this referral fee issue? Multiple SimpliSafe customers are reporting the same problem: not receiving promised referral fees despite meeting the requirements.
In my case, my sister referred me via an official link from her account. She has been going back and forth with customer service about her unpaid referral fee, and when I contacted SimpliSafe, a representative admitted this is a recurring problem. I was told my case would be “reviewed” by another department that has no direct contact information, with a response expected in 5-7 days.
This pattern of not honoring advertised promotions raises serious questions about their business practices.
Has anyone here successfully resolved this? If so, what contact information or escalation process worked? I am documenting all communications and may file complaints with the Better Business Bureau and my state Attorney General’s office if this continues.
Any advice would be helpful.
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SimpliSafe_Jordan
Community Admin
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209 Messages
Hello @kqslmail,
First and foremost, allow me to express my sincere gratitude for bringing this matter to our attention. Referrals and word-of-mouth are integral components of our business, and we take them very seriously. Particularly, considering that most individuals do not solely rely on the referral bonus; they genuinely believe in the product. Therefore, when there are instances where the referral bonus is not received, we prioritize rectifying the situation as soon as it is brought to our attention, whenever feasible.
We know errors happen, both from human input and from the automated system. Those are easy enough to fix when flagged. But the bigger difficulty is that not everyone who raises an issue is actually eligible under our policy. Since they blend in with people who have valid concerns, it takes extra effort to sort out who genuinely needs help and who does not.
The team that handles manual case reviews has them reviewed by Friday each week with a resolution by Monday in most cases, with cases in the queue being handled within 5-7 business days. To ensure the escalation process is streamlined, all escalation pathways lead back to the same team who do the same review for unfilled cases as well.
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