6 Oct, 2019 → by ClaimboUser153367
Unable to cancel service – CS lies about termination and continues to bill me

1

Update by user Nov 06, 2019 UPDATE: They never confirmed the termination of my account but I was unable to login to the site so I think they're done with me. They continue to send me solicitation emails however. Now I have all this equipment that I'd love to give back to them. They had wanted me to give it to someone else and pass along some savings deal to the LUCKY recipient. Ugh, no. No customer service follow up to make me feel better about the company. Epic Fail. Original review posted by user Oct 06, 2019 I have been a great customer paying for the top tier $50/month for camera surveillance inclusion. Camera stopped working and I thought it was because we switched our wifi router. I called to get their help, because that's the only way to make changes to the system, and it took them 36 hours to get back to me. By then I was gone on vacation and unable to monitor our home. When I got back from the trip I tried calling again. Again, I had to wait for them to call me back a day later. They were too busy to help me both times, so I could do was leave my number. That's really bad customer service on the part of an alarm company. Staff up! When I did finally hear back, they said my camera was out of warranty and I needed to buy a new one from them, or sign a new 3 year contract and they would give me the camera without the $100+ charge. I decided that I wanted to try a different company and proceeded to buy equipment to set up with them. In the meantime, I email Frontpoint to cancel. A day later I hear back that I can only cancel if I call them. When I call, they pass me to a salesperson who will not let me cancel. I am running late now, 1/2 hour later I am pleading with them to just cancel my service. I will give them their equipment if they want it. I just want out. He says he will email me the cancellation and I need to respond to that email to end service. And that they need 30 days notice. He never emails me. I contact them again via email. A rep responds saying I have to call them to cancel. They bill me for another month of service. I can't believe that I am going to have to call them again (only during the work week and eastern time hours). I am still not done with them. I can't believe this company. What do I need to do? Sue them? I cannot recommend them to anyone. I just want to have a choice in where I spend my money. I'm not interested in hearing negative words about the competition. How do I get out??? I can't pay for TWO companies to safeguard my house. Give me back my money for the additional month and refund me my the difference for months of poor service with no cameras working.
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