User account compromised and SimpliSafe won't fix it

We had installed a system at our elderly parents' home in another state and added it as a second location in our account (Dad's House). Last week, a relative who was at his house (he lives in the area) called customer service and gave them our email address (which he knew because we are relatives), the address of Dad's house, and the base station serial number. They authorized him and moved the system over to his account and removed it from ours.

We called customer service when we found out, and they acknowledged it was our account (we gave them our identifying information and were able to give them the relative's email address) and began the process of moving it back to our account. However, an email was generated alerting the relative of the change. He called in, talked to a Supervisor, and locked down the account by requiring the safe word before any account changes could be made. This was while we were on the phone with customer service, and the agent told us he was calling while we were talking.

At that point, SimpliSafe told us they can't do anything because we don't know his account information and can't be authorized to make changes to the account. This was during the first call to customer service. Eventually, they gave us the CEO Office account email to escalate it to them. They told us only customer service could fix it. Customer service tells us that only the CEO team can fix it. Both of them tell us they can't do anything because we don't know the account information.

It is unimaginable that a security company could allow a breach of a user account, acknowledge that breach, and refuse to fix it, leaving the account with the person that impersonated us (which is a breach of the Terms of Service, so his account should be cancelled). Beware of any situation like this you may be open to. SimpliSafe will not make it right.

SimpliSafe, if you're listening, please reach out to make this right.