cancelling or downgrading service - wow, its 2023 and you need to call

monthly customer since 2015, cancelled today.

i moved and was starting to set up my system again.  noticed there was a $9.99 plan which fit my needs more due to my smaller house.  

tried to change plans in the app.  you can't.

tried to change plans on the website chat.  you can't.

asked them how i would change plans since i have issues using the phone.

the chat agent suggested i have a friend help me.  how embarrassing.

it's 2023.  not everyone can use a telephone easily.  you shouldn't need an intermediary to change your service.

so again, i was planning to downgrade, but that caused me to look at other systems since my needs have changed.  shopping around caused me to see there are many more options out there now that are cheaper and fit my needs better.  so now i'm cancelling.

if anyone at simplisafe cares, i get that you want us to talk to a retention agent.  you want us to pause the plan, reconsider, whatever.  anything to keep that monthly $30 charge coming in.  and my $30 a month was a drop in the bucket to you.  but being told to have to ask someone else to change my plan... wow.  the chat agent implied it was for security reasons... since you just need the safe word to change plans, i don't see how that is different in chat vs phone... except that you're making an embarrassing ordeal for people who have issues speaking or hearing.  

now i'm waiting for up to 48 hours for a cancellation email.  is it too hard to send one instantly?  my account still shows i'm subscribed.  am i going to need to have someone call back on my behalf too?  any future charges i'll report to my credit card as fraud if i don't get the cancellation to go through.

doesn't seem like i'm alone in this by looking at the message boards.  i've recommended this system to everyone i know in the past, and have had multiple friends and family buy thier own.  i will now be telling people to stay away.

a really big shame and in 2023 the only reason for this i can think of is customer retention, but in this case, nah.