Referral Reward Frustration!

I referred my daughter to SimpliSafe on 4/3, and her system was installed on 4/13. I originally called SimpliSafe on 5/10 to check on the referral reward, but I was told it was still too early because the system had to be active for at least 35 days. The representative confirmed they could see the referral and assured me I would receive the reward after that timeframe. I marked my calendar, waited the required time, and even gave it an extra two weeks — but still nothing. I checked spam folders and email filters as well, just in case.

Fast forward to today: when I called back, the representative asked me for my daughter’s serial number and even her safety word. I was honestly surprised by that request. While this is my daughter and she would probably share the information with me, I asked the agent, “If I refer a friend, am I really expected to ask them for personal account security information?” That felt unnecessary and inappropriate to me. I requested a supervisor and was placed on hold for several minutes, only to be told no supervisor was available. Eventually, the representative agreed to proceed with just the serial number and email address and said she was “filling out the paperwork.”

I like the product itself, but the referral process and customer service experience have been very disappointing. Customers shouldn’t have to make multiple calls — honestly, we shouldn’t have to call at all if the referral was properly tracked from the beginning. Has anyone else had this issue, and if so, were you able to get it resolved?