Difficult cancellation process

@davey_d​ 

im putting this here and hoping someone can better assist as I did not have any luck with calling to cancel over the phone. I called your customer service line today and was told to  in order to cancel I have to email ceo.escalations@simplisafe.com after speaking and repeating myself with the most rude customer care rep. I heard back via, I did not get satisfactory response and was asked to provide state ID in order to cancel. I’m frustrated and upset that simplisafe is putting people through this. 

if you’re seeing this message, please be careful. I’m not sure why they’re making so difficult to cancel an account. I’ve come across many reviews with similar situation. 

@jazrah  Over the years I have recommended and placed over 30 systems.  Two were cancelled and returned within the 60 day return period (one due to finances and the other not satisfied with the product) but both parties told me it was easy and hassle free, although SS did ask why and then promptly processed the RMA.

Can you provide a few details on what happened?

I called 8889101458 and they had my account cancelled within 11 minutes.

I have called and emailed several times, the advisor was rude, and said I can't cancel because the cancellation team finish at 5pm, which is when my work finishes also. I explained I work the same hours and he again said I couldn't cancel!!! Couldn't!!!?  Then when I said again, I need it cancelled, he said grudgingly that he would get someone to call me after work, but nobody did.

I am still being charged every month for a system I haven't used for months!! 

And because of this, my mortgage payment was not paid on time. 

I wouldnt recommend this company to my worst enemy. 

Cancel my god damn account now!!!!!!!

I thought canceling (downgrading) from the paid service was difficult... Have you ever tried to remove an existing credit card?? 54 minutes later I'm finally done on the phone and waiting for an email confirmation that my card information has been deleted. Never seen a commercial site that doesn't allow me the ability to manage my credit card information completely self-service and independent of phone support. Probably also not legal, but who's counting, right?

Incredibly difficult and time consuming to cancel my monitoring service.  First rep I talked to tried to talk me out of cancelling.  Then I knew I was in big trouble when I was transferred to another agent.  After a few minutes of hold music, I got a more aggressive agent trying to make sure I really wanted to cancel, tons of questions why I was cancelling.  Ridiculous and now not likely to be a customer again. The whole process wasted 15 minutes of my time. 

@simplisafe It's been two (2) days and no response to this thread yet.  The delay is deafening and I am starting to see visions of ADT.  Please respond. Thank you.

I tried to cancel my doorbell camera recording as the doorbell itself died. After confirming the account I got the "we need the serial number of the doorbell." The doorbell is broke, I threw it away and deleted it from the app. The agent was adamant that he couldn't cancel without the serial number. That is absurd! I canceled my alarm monitoring a year ago and SS made the process as difficult as possible. Every time I have dealt with SS customer service has left a bad tatse in my mouth. I have 2 SS systems but I will be replacing both with Ring systems. The equipment is fine, the customer service is abysmal.

The saga continues. I tried cancelling my doorbell because it quit working. It didn't go well so I blocked them through the CC company. Today I got an email saying that they cancelled my Emergency Monitoring. I had gone through the frustration and brain damage of doing that over a year ago. When I tried looking at my system both online and through the app I found out I no longer have access. SS has shut my system down. Guess I hit a nerve. And, since I bought the doorbell through Amazon, I thought I'd relate my experience there. Apparently Amazon has been getting so many bad reviews on Simplisafe lately Amazon is limiting the ability to leave reviews to Verified Purchases only. 

I called and was taken care of within 5 minutes.   

I cancelled my monitoring a month or two ago, only to find they’re STILL charging me! Rather than cancel my monitoring, it appears they upgraded my plan! It went from $27/mo to $29/mo AFTER CANCELING SERVICE! 

I tried to cancel today and was told I cannot cancel unless I have a reason other than I just want to cancel. One agent refused to transfer to a supervisor and said he’d just “chill on the phone all day” unless I gave him a reason. Garbage company. Even more ridiculous that it is stated on Simplisafe’s support page that you can cancel online. 

I'm adding myself to this list as I'm facing the same problem. Pretty disappointed of the quality or lack thereof of this support process. Simply Safe purposedly makes it hard to cancel and although within business reason (as we know this happens) their practices are unethical. I was redirected to a ceo. email address that does not exist as a point of escalation because support agent stated that they can't cancel my account as I wasn't able to provide them a serial number from the device. I explain that the device no longer exist (it was stolen) hence I don't have physical access to the camera nor the hub anymore. 

I will not be doing business with SimplySafe any longer and will make sure to commit a good amount of time as an advocate for the opposite while making sure other's don't fall for this practice. The alternative is to file a claim with the CC company and state the fact that I no longer authorize this charge. Running a company like this in 2023 sounds very desperate... we have options. This is unacceptable. 

I'm adding myself to this list as I'm facing the same problem. Pretty disappointed of the quality or lack thereof of this support process. Simply Safe purposedly makes it hard to cancel and although within business reason (as we know this happens) their practices are unethical. I was redirected to a ceo. email address that does not exist as a point of escalation because support agent stated that they can't cancel my account as I wasn't able to provide them a serial number from the device. I explain that the device no longer exist (it was stolen) hence I don't have physical access to the camera nor the hub anymore. 

I will not be doing business with SimplySafe any longer and will make sure to commit a good amount of time as an advocate for the opposite while making sure other's don't fall for this practice. The alternative is to file a claim with the CC company and state the fact that I no longer authorize this charge. Running a company like this in 2023 sounds very desperate... we have options. This is unacceptable.