Home security company unresponsive to service complaint

COMPLAINT: Susan Higham, Jacksonville, Fla.

"I set up an alarm system with Safetouch Security Systems and signed a three-year contract. After six months of service I switched to an Internet phone company for security purposes. I no longer had a land line so the alarm service was unable to be used. Safetouch informed me that since I signed a three-year contract I must continue my payments, even though I'd no longer have service.

"Six months later Safetouch advertised they were offering wireless security service, and I called to see if my service could be transferred. They said they'd only transfer it if I paid an additional $75. I asked if what I'd already paid could be applied, and the answer was 'no.' For the next two years I paid $733 for nothing. When Safetouch called to say our service agreement was up, I gladly suspended my automatic payment to them. Five months later I was billed $147 for the remainder of our agreement. I made a payment to avoid going to collections, and upon receiving it they sent a collector to my house. They've been profoundly difficult to deal with."

DESIRED RESOLUTION: "I'd like a refund for two years of payments without any service."

STATUS: Penalty Box


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