Double Billing

I called and spoke to an agent this morning at 10:49 after discovering that another double charge cleared our checking account on 7/15. She was unable to assist me and stated that I did not include a callback number in my dispute email, therefore they did not know how to contact me. I resent the email, for the third time, with the callback information. (This was the number that I called from and has been the only number on the account since 2020.)

A senior agent called back at 2:33. This agent offered to void that charge but I declined due to the confusion around invoices and totals. He reviewed the 6 month service credit offered on 7/13 equaling apx $360 of the owed refund amount in value, which was incorrect. A 6 month service credit should be apx $180 of the owed refund amount, shorting us apx $180 in service credit.

Again, we were unable to reach a resolution and he stated that he needed to discuss the charges and timeline further with his supervisor. I do understand that specific agents may not be able to credit or refund above certain amount. As of today, we are continuing our dispute for $710.67.

**UPDATE** Derrick called back at 4:01. The resolution offered was a refund of 6 months of the double charges of $384.12 and a 6-month credit of $179.94. This still leaves an amount of $146.61. The agent assured me that he would check again with his supervisor for refunding or crediting that amount.

My account was also double billed with similar circumstances.  Trying to get it resolved now.

@Dutch33​ thanks for checking in. It sounds like you're already in contact with our Support team to get your issue resolved? Please let us know if you need further assistance.

** My account has been doubled billed for 2 months. I had a technician ( SS vendor) replace our old system, but obviously didn't notify you folks. Your company has a communication problem. This is a pain. I already spoke with customer support. What's the fix? Catherine Pipe 

@cmstack1​ so sorry to hear that you had trouble.

Sounds like you went with the Pro Install option for a system replacement, through our third party partner. They're usually more used to installing systems brand new, so that particular agent may not have been aware that a replacement is a different process; instead of setting up a new account, they should have simply updated your existing one.

However, once you called in to our Support team, they should have realized the problem and forwarded you to our Loyalty team to cancel the old plan.

I've requested a call from our escalation team to get this resolved finally resolved for you.

@jefflsimpson​ I'm sorry to hear about all this trouble. When upgrading from the Original SimpliSafe system to our new Gen 3 system, there is a step to transfer monitoring from the original Base Station to the new one to ensure billing is still accurate. I apologize that that was never communicated to you when the system was initially replaced.

I've requested a callback from our escalated Support team to make sure that you are taken care of. A senior agent will be in touch soon.

@georgeanddebs​ Apologies - if you reach out to our Support team, you can talk to them 24/7 over live chat, or speak to them on the phone from 8am-midnight ET to help resolve this.

@nashedspa​ If you contact our Support team, they can take a deeper look into your account and let you know the status of that credit.

I contacted them before but nothing happened

@michaelseaman We apologize to hear about this, this is certainly not the experience we want you to have! We have forwarded your case details to our escalated Support team to make this right. A senior agent will email you soon to help.