2 Messages
Billing issue- and terrible service
I'll start off saying Ive been a Simplisafe customer for almost 10 years and I've always had issues with their customer service but I'm about to give up and go to ADT at this point.
I have 2 houses "protected" by Simplisafe under the same account.
One(my moms house) is charged to one card, the second (my house) charged to mine.
My credit card was stolen last week and was replaced.
I forgot to update the payment method for my house's simplisafe charge.
They tried to charge the old card Saturday and it didnt go through.
I immediately updated the card in my account.
Sunday they tried charging the new card and it went through. However.... for some reason, they only charged $15.99 instead of the full $31.99.
I could not get a hold of anyone to help with this issue. I repeatedly logged into the online site(and this community) and could not get through, despite all info being correct. I could log on to the app... but not online.
I dug though my old emails and found an email dating back to 2016 for cusotmer support and it looks like its still active as the are emailing me back, but i am now on email number 5 to them without getting this resolved.
They are now saying they didn't charge the full amount because its not my "default" card- but it IS the default, and there is no other card on file besides the one to charge for my moms house. Which incidentally was paid for in full $31.99 on Sunday to the other card.
So- given that email from them.... they have been charging me $31.99 for EACH house security, even if they are under the same billing account.
Is that right?
Or should they only be charging me $31.99 for the entire account since both houses are under one account?
I dont trust a thing they say
captain11
Captain
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6.4K Messages
20 days ago
@geminirnc I only have two pieces of advice. 1. Pick up the phone and talk to customer service. and 2. If you leave SS go with any provider but not ADT. If you think you just had a bad experience with SS, "you ain't seen nothing yet" with ADT. I know from personal experience.
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simplisafe_admin
Community Admin
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1.4K Messages
20 days ago
@geminirnc Each SimpliSafe system on an account requires its own monitoring plan, which in turn accrues its own monthly charge. So yes, it is correct that there should be two individual charges for $31.99.
But we have also forwarded your case to our escalated Support team to look into to ensure that billing is working properly on our end. A senior specialist will be in touch soon to help.
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