I canceled my service with a company representative on the phone on August 13th, 2025. I was billed to my credit card for September and October 2025. When I called to dispute the charges the Customer rep told me they have a phone record of the conversation but the service wasn’t cancelled because I didn’t return the email. I told her I never received the email. She said she had record of the call but because I never returned the email I’m still charged. No return. I explained that my system was never upgraded to 5G and my ten year system wasn’t even being monitored. She said yes it wasn’t monitored since June 2023 but because I didn’t let them know it’s my fault. I’ll take that as my mistake but I only wanted a refund for the two months after I canceled. She said it is not possible to refund my payment. I didn’t have an original contract with Brinks but with a company they purchased many years ago. I asked her why do you need me to sign an email. They don’t even have a copy of my original contract. She was able to cancel my service on the phone. It is acceptable to do it over the phone. They email is another way to continue to charge you after cancellation. I can only imagine how much the company makes every year by having this policy. If it’s possible to cancel service by phone why would they make it difficult to cancel by email. Especially since I’ve had the service for over ten years. I was no longer under contract as my system was paid for by the other company. I never upgraded and never had a contract with Brinks. She said there’s nothing she could do even though she verified they didn’t have a contract with me but it was an implied contract by me not canceling the service long ago. I was told it’s the customer’s responsibility to monitor that the system every 30 days. If it’s not working or monitored by Brinks it’s not their responsibility to contact the customer. I was told if the property was a vacation home and was only used for 6 months and empty for the other 6 months it’s the customer’s responsibility to verify the system is working. If it goes down it’s not there responsibility to notify the customer. I don’t think most people read this in the contract. If the system goes down and your property is burglarized they take no responsibility and just let the insurance company know you had service but it wasn’t working.
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