4 Messages
Issues with sign-up process
When I set up my account, I was forced into the highest plan. There was never an option to choose. Then, to change the plan, I had to call and speak to a representative. That representative (Jude), hung up on me while I was trying to change the plan, so now I have to call and wait again.
Major issues:
1. Cannot choose plan
2. Cannot even see billing cycle (does not show when plan renews)
3. Have to cancel over phone like it's 1995
4. Cannot pre cancel, have to call the day before the plan switches, but YOU CAN'T EVEN SEE WHAT DAY THAT IS
For a security company, I feel incredibly unsecure.
Official Solution
davey_d
Community Admin
•
5.7K Messages
3 months ago
Hi @msw ,
So sorry to hear that you had trouble during your setup process.
During that setup, you are indeed offered the Core (formerly Fast Protect) Monitoring Plan. That's so you're able to start off with the free trial with all of the features available, and you can get the full SimpliSafe experience. But you also have the option of declining, and getting set up on Basic App Control.
You are correct that we do require customers to contact our Support team to cancel, downgrade, or make other changes to your account. Is is per our security policy, to make sure that your account is protected.
And having more info - like billing cycle - available in your account is definitely a great idea, and would be a wonderful addition to our Product Requests section. We take feedback like yours very seriously, and we're always looking to improve.
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