ComplaintsforInterface Security Systems LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  MY husband is in a facility. I halve not lived in my home since the 7th of august. I wanted to cancel my policy. They continually took payments from my account. They took ***** cents a month. I called and they were still taking money out of my account. My sister is my power of attorney. The last time they took money out was on the 2nd of April. They said they would stop taking money out and they continued to take my account.

  Business response

  06/10/2024

  To whom it may concern,

  Interface received a call from ******* on 4/26/2024 requesting to cancel her account, we have no other recorded phone conversations or written communication requesting termination prior to 4/26/24.  Due to the sensitive nature of our business, we request all terminations are sent in writing (see Section 4 of her Residential Security Services Agreement). We offered for her to mail or e-mail us confirming cancellation. We also provided a Cancellation Agreement Template (mailed 4/27/24) that she could sign and send back to us.

  ******* followed up on her cancellation request on 5/07/2024 stating she never received the cancelation request form and requested another be sent to her sister's address. A cancellation form was forwarded as requested on 5/08/2024. ******* then called again and requested we e-mail her sister, ********, a copy of the form that was sent 5/16/24.  Shortly after the e-mail was sent, ******* and ******** called back in and stated they couldnt see the words on the email and refused to sign the cancellation request form and asked for another letter to be mailed out. Interface then sent a certified letter to her sister's address, to which we didnt get a response. The letter gave notice that we would be terminating the service in 10 days if there is no response. Receipt of that letter is what was used to discontinue the service.  

  ******** called back in requesting a refund for time without service noting ******* moved out of her home in August 2023. We made ******** aware we had no knowledge of ******* moving until the initial request to cancel as of 04/26/2024.However, because ******* has been a valued customer, we agreed to issue a partial refund of $177.81. ******** confirmed that was sufficient.
  

  I tried reaching ******** to further discuss their experience and ******** told me she had already settled the issue with the Assistant Manager on 5/20/2024. At this time, the account has been canceled and the refund check of $177.81 has been mailed to the requested address.  

  I have left my contact information with ******** should they need anything in the future and want to thank ******* for being a loyal customer of ours for so many years and wish her the best. 

  *******************
  Customer Experience Manager
  *********************************************
  Direct: ************ |TF: ***********************
  1844 ********************************************

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