1 Message
Account Cancelled vs. Subscription Cancelled...
I called today to have my Simplisafe monitoring subscription cancelled. Now, everything is gone. I have no access to anything in my Simplisafe system on the web or on my smartphone app. Is that what should happen? I didn't think my entire account would be cancelled.
~ John
emily_s
Community Admin
•
3.4K Messages
11 months ago
Hi @john_mccullough,
I'm sorry to hear about this! When you called in to cancel your subscription, it sounds like the agent accidentally cancelled your account instead of downgrading you to our free Basic App Control plan. To remedy this, an agent will need to reactivate your account under this free plan. If you reach out to our Support team, they will be able to do this.
0
ishover
4 Messages
7 months ago
My daughter just moved from her apt and is temporarily living w me. We paused services for couple of months but she still has not found a new job/place. I just got billed!! The customer service rep was not to kind and didn't offer any assistance other than you have to pay the bill. How do I cancel account then so I dont keep getting billed. Can I renew it in the future?
Please help me!
0
0
gauravchordiya
5 Messages
4 months ago
Yes they did the same to me. The customer service team is horrible. They don't listen and just keep talking over you all the time. What a waste of time
(edited)
1
dlpsr
1.5K Messages
4 months ago
It probably does get you talking to retention a 2nd time though doesn't it? 🤔🧐😉🫣
Happens enough per the forum complaints. Training can't be that awful.
Quite simple and courteous to ask a customer to clarify if downgrading to basic or if completely cancelling your account.
Of course the retention agents aren't your friends.
And I could be wrong. Maybe they just push the wrong button, multiple times... repeatedly... 🥴
0
0
loriwboxmail
5 Messages
6 days ago
Sorry but this sounds like a common issue when people cancel and at that time the customer service rep should inform you of the "Basic Service" and set it up at their end. Rather rude for them to not inform you and also shouldn't be canceled until the end of the billing cycle since you pay in advance!
0
0