Why can't I cancel the subscription

Sorry, but that is not an acceptable answer, and you are ignoring the fact that your company is intentionally making it difficult to cancel service. As mentioned above, this is a violation of Federal law. My suggestion - do the right thing and make it simple to cancel. If many people cancel, perhaps that means there is something wrong with your service (e.g., it cannot handle a modern 5 ghz wifi network). 

@info_6f733f​ Call SS to cancel. They have other processes to confirm  your identity without the safeword.

@thisgeorge did Simplisafe ask you for your safe word and were you able to provide it to the agent?

Sirrius Radio, Comcast, my local newspaper subscriptioin, amongst others, have hard to cancel subscriptions. For those, and others, I call, recording active and I identify myself, confirm info quickly, say cancel. The agent start sales pitch, I repeat cancel and then ask to confirm if they heard me. I hear yes, I say thank you and hang up. If and when any cc charges show up, I dispute them. Done in under two minues.

SS should just ask for your safe word, that's why I asked the question above. If so, you give, it, say cancel. If they start sales pitch or ask for further information (which would be very sad) ask if they heard you. Once they say yes, say thank you and hang up.

I am hoping that SS has not gone beyond that one question.

@dgkahl57​ I know you won't agree, but SS doesn't trick people. At times they may be incompetent and mess things up, but in the end try to do the right thing. And, yes, I despise "loyalty" depts and have been very vocal against SS setting one up. In this thread I have shown an easy process that if things do go south, how you can stop the subscription being paid against your credit card. Again, SS is not in the same camp with the likes of Sirius Radio, Comcast or ADT.

And now, SS, your next: I despise, completely, reading posts like those in this thread where customers have this kind of experience from your "Loyalty Dept".  You never needed a "Loyalty" dept and you don't need one now. Technical support and customer service teams, definitely. I don't want to wish a lump of coal on anyone this time of year. but please make sure your loyalty team is easy to work with, don't use high pressure sales tactics and gets customers cancellation requests done cordially, quickly and effectively!

@jignacio​ Complaints are easy online at the BBB or FTC website but, no disrepect, why bother? It's like putting your phone number on the Do Not Call List; spammers ignore and still call. I have posted several times my way of handling hard to cancel subscriptions, and works like clockwork. Call company; can't get through, send email with request. Call company, can't get through, send email and then dispute item when it hits credit card. Done.

BTW, I never, ever had an issue reaching SS, although I have never wanted to cancel my subscription in 13+ years. One other suggest: Customer Service and or "Loyaty Dept" backed up. Chat support or phone support are on recorded lines, go there, authenticate, give safeword, confirm you are on a recorded line, say great, cancel my monitoroing, thanks and then hang up. Send confirming email, done.

My wife describes this methodolgy as me "going Jersey" on the offending company, but worked fine with Sirius Radio, Chicago Tribune Newspaper etc. Truth be told, wouldn't work with ADT and took much more work due to their legal contract. For me, at least, Simplisafe is very reputable and a great company but no where near as ADT to cancel.

Happy Holidays.

@jignacio​ I am sorry to hear about all this trouble. I've gone ahead and forwarded your details to our escalated Support team. A senior specialist will reach out to you soon to help with your subscription plan so keep an ear out for their call.

@bernardinowedding1025 Suggest you pick up the phone and call SS Customer Service and ask for a supervisor. SS is a reputable company (yes, I know you will not agree) and get them to straighten this out. If they don't, and its on a credit card, then just dispute it. send an emaiil to SS and you are done. If a dr to your account directly, then its a bigger issue. Please post your outcome here if you get a chance.

@laurenwylie​ thanks for reporting your experience. That's definitely how smooth we want it to be! If you have any trouble though, let me know and I'll make sure you get a call from a senior agent.