Interactive Security Electronics

I have a question about my bill and I called three times and their call center personnel said they delivered the message and nobody will call you backI received a letter stating that I owe a bill and I tried three times calling them and each time the call went to a call center.I asked the lady at the call center to please have someone call me about this matter and she said I foward the message.I asked could I speak to someone she said no but I'll take the message again. I'm not trying not to pay the bill if I own it I just need an explanation.Desired SettlementHave someone to call me and explain the billBusiness Response We have returned Mr. [redacted] phone call(s) and have spoken with him about his balance. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint[redacted] wouldn't discontinue the service after I explained I wouldn't be living at the home any longer.The original contract was completed 5 years agoI shouldn't have to pay for 9 months of service when ol no longer live at the residence. I don't own the home anymore.Desired SettlementAll I want is for them to end the contract. I don't live at the home anymore so why should I have to pay to protect a residence I no longer reside at? That's insane. I contacted them prior months in advance of my leaving the residence and was told by [redacted] that her manager would look at it. I'm not asking for any special treatment because I've more than fulfilled the original 3 year contract. I just wabthem to stop billing me abd CLOSE the account!Business Response According to the terms of the agreement signed by Miss [redacted] we are required to provide alarm monitoring service through the 22 of December 2015. Being obligated to provide this service comes at a cost to our organization. According to that same agreement Miss [redacted] is obligated to pay for that service. We are more than happy to transfer this service to her new home if that would help. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the response because as I-ve already explained to the company I don't live in the house anymore and I don't own a new property to transfer the service. In fact I don't live in this area any longer. I've relocated to another state. This is ridiculous because there has to be something in place for homeowners who leave their residence by either selling the home or deeding it back the bank. Why would I pay for service to.protect a property I've moved out from? That's dumb. Also the contract I signed was from 2006-2009.Final Business Response The contract that was signed renewed every year since 2009 for one year increments. Miss [redacted] was expecting service to be provided for each of those periods. This is why we have written agreements. So that everyone understands the terms. We have to be prepared to provide the service to do this there is a cost. We Miss [redacted] agreed to these terms in writing. We have no problem with having our attorney forwarding a copy of the contract she signed which explains the terms if she would like.

Customer service personnel delivered incomplete information per closing an account. Billing rep unwilling to escalate for appropriate resolution.I called Interactive around the 1st of December 2013 to discuss cancellation procedures. The customer service rep communicated that we needed to send a request in writing to cancel along with a voided check to cover services thru year end. I specifically asked if we would be responsible for any additional charges, she ([redacted]) replied that we would not need to perform any additional tasks to un-associate us from this service. Interactive Security received the letter & voided check around Jan 2, 2014. I recently began receiving bills from Interactive Security for monitoring charges in 2014. I called the company & spoke with [redacted] from billing/contracts. [redacted] initially told me that she could waive any late fees accrued but I would be responsible for monthly services payments thru October 2014 as my contract end date. I communicated to [redacted] that per a phone conversation to Interactive the first of December, I was informed that I would not receive any additional charges pending I completed the cancellation procedures - written letter & copy of voided check. [redacted] informed me that she would follow up & return my call. [redacted] called me the next day, Tuesday April 29 & corrected her statement on my contract end date. She informed me that my contract end date is May 2014 per an agreement I signed in May of 2011. I have not signed a new contract service, but we did continue to pay our quarterly bills for services rendered thru 12/31/13. [redacted] rudely communicated that I didn't have anything in writing to prove I shouldn't be responsible for these monthly charges although we no longer live in the property. To the contrary, [redacted] doesn't have any communication in writing that states otherwise. We followed the designated procedures for cancelling our services & paid up the remaining portion to year end. I reiterated this fact to [redacted], & she communicated regardless we would be responsible for accruing 2014 service charges. I asked to speak to the manager, & [redacted] informed me that there is no one additional for me to speak to. [redacted] Harden is the manager of Interactive Security, not [redacted]. Even if it was to appease a concerned client, I should have been given the opportunity to voice my concerns to someone above [redacted]'s level. She was very rude & condescending in her demeanor during our phone call. She did continue to state what our financial responsibility would be during the course of the call; however that does not negate my concern of following what we were communicated to do by an Interactive Security representative back in December of 2013. It is my desire to communicate with someone who is in a management position at Interactive Security who can review the notes on my account to confirm we were told we would no longer be charged/responsible for any activity prior to 12/31/2013. It is my thought as a fair, timely paying, & orderly consumer that I would deserve more respect & consideration during a phone call to a services company. It is a shame, as I have pretty much enjoyed working with the representatives at Interactive Security thus far. [redacted]'s actions towards my desire to speak to someone additionally were avoidable & uncalled for. A miscommunication rather valid or none deserves every opportunity to be made right.Desired SettlementI would like for someone in a position to do so, to review my account & clear it of any balance [redacted] is showing (today, as it may change tomorrow based on her findings) due for 2014 YTD.

We purchased a home in 2011, we used alarm company installed, held our obligation.Recieved a bill for unauthorized new contract. we cancelled in AprilWe purchased a home in April 2011 and decided to use the current security system already installed in the home. The technician came out to write the 36 month contract which would end in April 2014 We called several times in March to cancel, always getting an answering service to try to get some help. They passed the message along. We then were told we had to pay for April-May-June to end the contract, we did that and then to send them a letter or email stating our pass word and authorization to cancel. We did that(sent them an email). We recieved an email stating were owed them nothing and service was cancelled. We heard nothing else from Interactive Security; now here in October we were sent a bill with a balance and were informed for the first time our contract was renewed on April 24, 2014, without our authorization. We continue to call them, getting an answering service.They emailed me today stating I need to call them from home to deprogram the system. This is the first time I've been told to call from home. We did that, but keep getting the answering service, who cannot help us. Desired SettlementWe are seeking just to be out of their so-called contract which was drawn in April 2014 and a zero balance. As far as we are concerned we held our obligation and do not feel we owe them anything.Business Response We do have a written agreement which was initialed and signed by both partied. We understand that phone calls were made but to another security company in another city. When we did finally speak with this customer we advised them of the cancellation process which is in accordance with our written agreement. This account is past due. We were advised on one occasion that a payment was made and sent in the mail but we have yet to receive it. It is our intent to follow the terms of the agreement.