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rkcrum

2 Messages

Tuesday, July 26th, 2022 10:20 PM

Closed

Can't Remove Old Credit Card

I cannot delete old credit cards!  I updated with a new credit card, but the system keeps saying that the payment has failed.  This is very frustrating.  Please help.

Post

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Updated 

1 year ago

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17

This conversation has been merged. Please refer the main conversation:

Ability to Delete Old Credit Card Info

This post was created from this comment on different post
davey_d

Community Admin

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5.7K Messages

2 years ago

Hi @rkcrum ,

Our Support team at 800-548-9508 can take care of updating your account for you - and removing any old info.

5

geoffliu

2 Messages

@davey_d​ Why not just give users the ability to delete their own credit card info? You might want to look into GDPR and CCPA laws as you may be in violation for lacking this feature.

2 years ago

adksafnfnjvdnsjk

3 Messages

Yes, we should be able to delete our own credit card information without wasting both ours and a customer support rep's time on the phone.

2 years ago

MsTara

4 Messages

@davey_d​.  Shouldn't have to call for this. It's an inconvenience. Most all apps and services allow you to remove a cc from your payment methods easily in-app. Why would SS even want to have call center reps deal with such minute things that should be handled on the user end in the app? Sheeesh!

2 years ago

slafleur56

14 Messages

@davey_d​ NO THEY CANNOT THIS IS FALSE. 

1 year ago

ybbob8533

10 Messages

I totally agree with everyone's comments that the subscriber should handle deleting the credit card payment info - primarily if the card has been discontinued/replaced.

1 year ago

joelawroski

2 Messages

2 years ago

Agreed geoffliu, I just spent 20 minutes on the phone unnecessarily. Very frustrating!

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rgodrx

2 Messages

2 years ago

I also agree with geoffliu

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swanng

2 Messages

2 years ago

Thousand of customers likely also agree that we should have the ability to delete our old credit card information without intervention by SimpliSafe.

Do something about it!

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v1rotate

4 Messages

2 years ago

I just spoke with Andrew at SimpliSafe. Even THEY are unable to delete my old credit card! This has been a known issue for months. It makes me question the credibility of SimpliSafe entirely and I may just cancel monitoring altogether. I'm very disappointed because they did a good job otherwise.

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davey_d

Community Admin

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5.7K Messages

@v1rotate​ so sorry about that. This is a technical issue on our end, and not a matter of policy; our Support team should be able to remove credit card details for you after verbally confirming your Safe Word passcode. I've requested a call from a specialist so we can take care of this.

2 years ago

davey_d

Community Admin

 • 

5.7K Messages

@v1rotate a specialist attempted a few times to reach you but was not successful. They also sent emails that you can reply to directly. If you still need assistance, let us know!

2 years ago

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slafleur56

14 Messages

@davey_d​ I just spoke with a supervisor today and they CANNOT remove my old card. I will be asking my lawyer how to get a court order.  https://listings.pcisecuritystandards.org/documents/PCI_DSS-QRG-v3_2_1.pdf

Organizations accepting payment cards are expected to protect cardholder data and to prevent their unauthorized use—whether the data is printed or stored locally, or transmitted over a public network to a remote server or service provider.”

This association also states that, “In general, no cardholder data should ever be stored unless it’s necessary to meet the needs of the business.” Having a second card is not necessary to meet the needs of the business. 

If there is no legitimate business need, industry data storage laws are stringent, and there is no incentive for a merchant to store your card information.

I will report this to PCI compliance, the the Federal Trade Commission and ask my lawyer how I can obtain a court order if need be. 

1 year ago

bbrewer61

2 Messages

@davey_d​ It makes no logical sense to not allow a customer to go delete a credit card in their own account file.  This clearly has to do with some procedure to try and ensure all cards stay on file as to have all options to collect the monthly fees.  Again, you purport to be an honest low cost provider.  Either explain clearly what is the exact fully transparent reason you waste our time to remove an old card.

1 year ago

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LucanderHome

2 Messages

2 years ago

I just upgraded my credit card info and am unable to delete my old card info. I called SimpliSafe customer service and was told they could not remove my old credit card info. 

5

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emily_s

Community Admin

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3.4K Messages

Hi @LucanderHome​, 

Our customer service agents should be able to remove your old credit card information. I've forwarded your case to our specialists - someone will reach out to you soon to get this straightened out.

2 years ago

0

slafleur56

14 Messages

@emily_s​ 

I just spoke with a supervisor today and they CANNOT remove my old card. I will be asking my lawyer how to get a court order.  https://listings.pcisecuritystandards.org/documents/PCI_DSS-QRG-v3_2_1.pdf

Organizations accepting payment cards are expected to protect cardholder data and to prevent their unauthorized use—whether the data is printed or stored locally, or transmitted over a public network to a remote server or service provider.”

This association also states that, “In general, no cardholder data should ever be stored unless it’s necessary to meet the needs of the business.” Having a second card is not necessary to meet the needs of the business. 

If there is no legitimate business need, industry data storage laws are stringent, and there is no incentive for a merchant to store your card information.

I will report this to PCI compliance, the the Federal Trade Commission and ask my lawyer how I can obtain a court order if need be. 

1 year ago

emily_s

Community Admin

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3.4K Messages

@slafleur56​ I'm sorry to hear this! I've gone ahead and escalated your case to our Senior Specialists. They'll reach out to you soon to make this right.

1 year ago

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jwbreaugh747

2 Messages

How about reach out to ALL OF US... IT has been MONTHS that users have complained to you about removing CC info and yet still today, Oct 2023 it still is not possible.  Come on SimpliSafe 

1 year ago

chuckgrasser

54 Messages

How about just fixing the darn problem.  Every other service I have enables you do delete a credit card after entering a new one.  There is no security reason whatsoever to require calling.  The argument that they need to verify identification to delete a card but yet you can add a card using an app is ludicrous.

1 year ago

slafleur56

14 Messages

1 year ago

As of May 15 2023 they STILL cannot remove and old card number. They say they have "engineers" working on it. This is a security issue for me. It is OUTRAGEOUS. REMOVE MY SENSITIVE CARD INFORMATION FROM YOUR SERVERS. Unbelievable. Almost a year and the problem is still happening. 

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lulumarcus7

2 Messages

@slafleur56​ I've been dealing with the same problem. The first time I called I was told to call back at another time "engineers are working on it". I called this morning, 5/30/23, and I'm getting absolutely nowhere. I'm getting the same runaround. I find it hard to believe that Simplisafe can't figure out how to delete my old credit card information. I want my sensitive information removed from their servers. Have you filed a report with PCI compliance and the FTC?

1 year ago

danwhiteman

2 Messages

1 year ago

I changed my payment method. The old card is still on the the app with no remove selection. The new card is being charged and working good. It’s been three months and I keep getting “update my payment” in my mail. A little frustrating I can’t remove it on the app. Also to mention it’s annoying to see the email after deleting it over and over and over and over. Annoying huh…..

thank you for any updates on your app for payment as well as multiple users from the app. The NEAR FUTURE.

✌️

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Alexandra

2 Messages

1 year ago

Customer service  says Simplysafe is doing an ongoing! update to the billing system , but there is no due date for the update. This is really unacceptable. We should have a simple way to delete old cards at will.  SimplySafe has no right or reason to keep a record of every card we ever used!

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lviengvilayvong

2 Messages

1 year ago

Just got off the phone with customer service and they CANNOT delete my credit card. It’s upsetting that we can’t delete our card in the app or website and when we call they can’t delete it on their end. So frustrating!

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mayh7

2 Messages

1 year ago

Just reported the fact that SimpliSafe cannot delete credit card information from there system to Mastercard, Visa, and AMEX. Guess we'll see if anything changes since it hasn't in over a year!! I just can't believe how cavalier they are with credit card information.

1

Rocketman

5 Messages

Crazy that this has been YEARS and they still cannot delete customers old, unused payment methods. 

1 year ago

dlboarman

4 Messages

1 year ago

There should be a way to delete old credit card information.  This is not rocket science.

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Rocketman

5 Messages

1 year ago

I probably had 8-10 old cards in there for various reasons and haven't been able to delete old payment methods since I have been a customer. Years...

Well I gave calling support another shot. The agent I talked to was very nice (I know it is not his fault...) and he was finally able to delete all of my old unused cards except one. That one he is escalating and will hopefully be removed in the next day or two.

This is the ONLY site I have ever come across in the dozens I deal that does not let the users themselves delete their old payment accounts. You shouldn't have to waste a valuable hour of your time to call in and ask a support agent to do it for you. waste of time and money on our part and on SimpliSafe's as a business. Just piss poor business practice.

My two rubles...

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tippyjones365

4 Messages

1 year ago

Agree that is absolutely be a priority for a customer to be able to delete any payment method without having to call!!!

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chuckgrasser

54 Messages

1 year ago

I agree with everyone who thinks this is a ridiculous problem and should have been fixed long before now.  What makes matters worse is that they randomly decide to stop charging a working card after several months and go back to attempting to charge an expired card.

Someone said the only way to remove the cards is to delete your account and get a new one.  I would consider doing that but they screwed up the website that allows me to configure my "Devices" to the point that it is almost unusable.  Configuring my devices all over again would take over an hour instead of a couple minutes.

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