Cancel service

@roychristine37​ To cancel your monitoring plan, please give out Support team a call at 1-888-783-8441. Once you have confirmed your Safe Word, they'll go through and complete the cancellation process. 

And if you give the agent your order number, they will be able to create a shipping label for you to return your equipment. 

What if I want to cancel and paid in full for my equipment like 3 years ago? 

@n_vanderveen We have a 60-day return policy. If equipment was purchased more than 60 days ago, we cannot accept any returns on it. But of course, you can always cancel your monitoring plan at any time.

@synergycenter​ I am extremely sorry to hear about this. I see that you have already gotten in touch with our Support team again, and they successfully cancelled your monitoring plan and reimbursed you for the months you were charged in error. And again, I do apologize for this experience.

I too would like to cancel my account, but have forgotten my safeword. The last time I was contacted by SimpliSafe I had forgotten my safeword, and the police were called. I no longer live at the address on file, but don't think the current occupants should be visited by police. What options do I have? There is not an option to cancel on my account page on the website.

@synergycenter​ 

The same happened to me. I canceled some months ago and finally had to reach out to my credit card to report them as unauthorized charges. 8 months of charges after I canceled and haven't even used the system in almost a year.

@synergycenter​  the same thing happened to me-I have called multiple times. I have cancelled over a year ago. I’m trying again. 

@jeannereese20​ I apologize to hear this. I've forwarded your case to our internal teams to look into. Someone will contact you soon to make sure that you are taken care of.

I have moved and I am on the phone for the last 20 minutes waiting to talk to a cancellation specialist. I totally agree with all the comments above that requiring to call to cancel and frustrate a customer with extremely long wait times once they disclose the reason for call is cancellation is a very deceptive and dubious business practice. You are losing a customer never to comeback next time they are thinking about security service. 

@debrudy​ I'm sorry to hear this! If you ever forget your Safe Word, you can retrieve it by following the steps from this article in our Help Center.

I have also escalated your case to our internal teams. Someone will reach out soon to make sure that you are taken care of. 

I called and yelled (not really but I was mad) at them until they gave me a refund. Someone at the company FRAUDENTLY changed my account to say I wanted to suspend service for 3 months. I would never have done this because I moved into a house that already had a hard-wired alarm system. I called to have it canceled and they took that approach instead. Anyway, I only figured it out when I got an email saying the price was increasing. I suggest recording your phone calls with customer service.

@vbtwo31984​ This should be a 20 second conversation once you get to the dreaded "Loyalty" dept.

1. I am authenticated by the first agent, yes? Agent: Yes

2. Cancel my monitoring. Agent: Yes, please wait. Done. Thank you.

3. Thank you 

Hang up.

Simplisafe, serve your customers, and yourselves, better: Eliminate the loyalty dept and reassign the associates to customer service. Period.

@captain11​ Since Simplisafe and many other corporations continuously chose the ethically-questionable path, the government (aka the people who use violence to force changes) has stepped in and "fixed" the problem:

 FTC’s “Click to Cancel” Rule, § 425.6:

There always has to be a way to cancel that’s as quick and easy as
it was to sign up.
• Sign up online? Click to cancel.
• Signed up in person? Cancel online or over the phone.

Simplisafe has a bit over 180 days to implement this.

@rtsmith81az​ you can't remove your payment method 

@grumpyengineer​ Please give out Support team a call at 1-888-783-8441. Once you have confirmed your Safe Word, they'll go through and complete the cancellation process. 

@jcstifel to cancel or downgrade your monitoring plan, please call our Support team. Once they have verbally verified your Safe Word, they can cancel your plan.

It is pretty amazing that after dozens of people have complained about SS's cancellation policy ("you must call so we can discourage you from canceling if you can even reach us on the phone"), SS stubbornly refuses to change. Good companies adjust. Bad companies make up selfish, greedy policies and refuse to change. SS will ultimately fail if this is its way of doing business. There are lots of other choices in the security space. SS is getting horrible word-of-mouth pushback.

@chris_abc​ Fixed:  FTC’s “Click to Cancel” Rule, § 425.6:

There always has to be a way to cancel that’s as quick and easy as
it was to sign up.
• Sign up online? Click to cancel.
• Signed up in person? Cancel online or over the phone.

Simplisafe has a bit over 180 days to implement this.

@simplistuckon​ Hopefully with a method for those that want to leave the requirement of calling in to provide their safe word but with the ability to speak with any customer service agent, since the loyalty dept should be gone. There is another thread that discusses, due to security reasons, the need to offer a reasonable alternative to "click to cancel" for those that want it.

@simplistuckon​ 178 days 😂 and counting down. Long overdue for many unscrupulous, many 3rd party retention departments in many companies. Many. Lol.

With this rule and the fines and penalties involved, if enforced, it will be the end of such ugly dark and devious marketing tactics by many negative option businesses.

I'm not a bean counter making rules fan, but this one is likeable.

This reads like a fake review meant to dilute the bad reviews SS gets.

@chris_abc​ Let's give forebears a little leeway. I too am a customer since April 2012, had SS2, now SS3 since 2017 and have no issues, and recommended and placed over 30 systems to friends, family, neighbors etc. That said, I also posted earlier in this thread I do not agree with, or think it is wise, for SS to subject their customers to the "Loyalty Dept" and just disband it, add customer service reps and move on. To call and require authentication with your safe word and then cancel is, at least to me fine, but it should be able to be done by any agent, not just the "loyalty dept".  In the long run, this is not going to go well for Simplisafe and needs to end asap.

Give whomever you want "a little leeway," but don't think for a second that I want or need your advice.

@chris_abc​ I will take that as a hard "no". Have a great day!

@chris_abc​ not fake, sorry you’ve had trouble. Hope you can get it sorted out. 

@dp33430 In order to cancel or downgrade your monitoring plan, please give our Support team a call. After they have verbally verified your Safe Word, they will go through with the cancelation request.