If you want to cancel your Frontpoint security, there are several things that you need to keep in mind that may not be very obvious at first glance.
First, you will have to get in touch with them.
To cancel your Frontpoint security service, call Frontpoint at 1-877-602-5276 and pick option 6. To cancel Frontpoint security, you will be required to follow the cancellation link sent to your email by Frontpoint and send a written Notice of Cancellation 30 days before the contract ends.
Frontpoint Customer Support works between 8 a.m. and 11 p.m. ET, Monday through Friday, and 10 a.m. and 7 p.m. ET, Saturday through Sunday.
When you contact Frontpoint Customer Support, you will be guided through the cancellation process.
However, experience has shown us that things are not always that simple, as there are a lot of little caveats and sneaky tactics that you need to be aware of.
What to Expect and Other Cancellation Considerations
Unfortunately, the general feedback from previous Frontpoint customers has not been great, and there are some things that anyone interested in canceling their Frontpoint subscription should know in advance.
So far, many customers have voiced their poor experience when canceling their service.
A Lengthy Process
According to them, the cancellation process often involves multiple calls and emails going back and forth, including delays and cancellation links that fail to work.
Sometimes, Frontpoint allows customers to put their phone numbers in a callback list. However, in many cases, it seems that Frontpoint will make only one call, and if you do not pick up, you will have to contact them again.
In addition, it can sometimes take several hours and even days before you receive a callback.
A Necessity to Gather Proof and Evidence
Make sure to keep everything on record and documented.
Keep in mind that even Frontpoint may ask you if you have proof you have tried contacting them.
Record your calls with their customer support while adhering to local laws.
For example, if you live in a two-party consent state, you are required by law to inform all parties involved that you are recording the call.
In addition, make screenshots of every text, chat, and email.
Keep your cancellation confirmation number, as well.
Other aspects of your cancellation process that are worth keeping as proof or evidence are:
- When sending the 30-day cancellation notice by mail, make sure it is a certified letter. Certified letters need to be signed upon delivery, and this can be used to ensure the letter has been delivered and received by Frontpoint.
- Record even the time spent on hold, as this can show that you have been actively trying to contact them and when you have done so. This will be helpful, especially if you are not offered a callback option when the wait time is beyond hours of operation.
- There have been cases where clicking the cancellation link will tell you that the link has expired even though it was set mere moments ago. If the cancellation link they just sent you does not work, make sure to take a screenshot or record the whole thing.
Putting communications in writing is generally considered best.
Be careful with verbal confirmations and statements, and always ask them to double-confirm that your contract has indeed been canceled successfully and that you will not be charged in any way in the future.
Again, make sure that everything is recorded on your end. Ideally, ask for written confirmation as well.
Getting Charged After the Cancellation
Even if you have been told your contract is canceled, things may not be over yet.
Monitor your card charges.
There have been reports by different people sharing that Frontpoint kept charging them even after their subscription was canceled.
In those cases, initiating a chargeback or placing restrictions on all charges from Frontpoint can work. However, just stopping the payments to Frontpoint will not fix the underlying issue.
Frontpoint may require the final month’s payment or additional payments to be made.
Frontpoint charges an early termination fee for people who are on the 3-year plan. The charging fee is equal to 80% of the remaining monthly charges until the contract’s expiration date.
This means that you are left with two main options. Either wait out the contract or pay the early termination fee.
If you decide to wait out the contract, make note to contact Frontpoint 30 days before the contract ends. In fact, I recommend contacting Frontpoint 2 months before the contract’s expiration date to double-check with them if there are any changes in their cancellation policy.
In those cases where you will be charged an early termination fee, you might still have a few options available, depending on your situation.
If you are moving or selling the house, you might be able to transfer the contract to the new owner or tenant.
Also, if you are moving and are willing to take the Frontpoint system with you, you can do it without canceling your service. In this case, all you have to do is go to the Move Portal in your account and fill out the form.
Military service members who are being deployed or moving are generally allowed to cancel their security system contracts without having to pay early termination fees.
There are, of course, specific rules that apply here as well. But what’s more, recent changes in the Servicemembers’ Civil Relief Act (SCRA) are making this process a little easier.
Double-Check Your Contract Terms
Make sure to fully understand the terms for getting out of the contract.
Frontpoint used to offer monthly plans with certain camera packages and also different monitoring plans at different price levels.
However, that is not the case anymore. Currently, only the 3-year monitoring plan is being offered by Frontpoint.
To find more information about your contract, check the Documentation section under My Account in the Frontpoint app or check your account on my.frontpointsecurity.com.
Always try to get concrete, specific answers to your questions.
For example, just because your contract has expired does not mean it necessarily ends.
The contract may be set in a way that it renews every month after the initial 3-year period expires. In other words, just because the contract expires does not mean they will stop charging you.
Also, remember that Frontpoint requires a 30-day written notice that you want to cancel your subscription.
What’s more, according to one story by one of their customers, there are even more small-print type of details that are not immediately obvious.
According to them, the notice should be received by Frontpoint before the fifth to last business day of the current month in order for the company to cancel your contract on the second to last business day of the following month.
What to Do With the Equipment
Generally, after canceling your Frontpoint security service, the equipment is yours and left with you.
You do not have to return it.
The security system will still work.
However, the monitoring and smart features will not work since the security system is not connected to a monitoring team.
For example, if one of the sensors is triggered, the alarm will sound. However, it will not alert the relevant authorities or send you a notification on your app.
Generally, some people would trash the equipment, especially if it is several years old and not working reliably. Nonetheless, there might be people interested in buying it or buying the sensors.
Other Ways to Contact Frontpoint
Unfortunately, many customers are reporting an inability to contact Frontpoint when trying to cancel their subscriptions when using the company’s provided phone numbers.
There are a few other ways you can try to get ahold of Frontpoint in order to let them know you want to cancel your service.
First, you can email Frontpoint at WeCare@Frontpointsecurity.com, letting them know that you want to cancel your subscription service with them.
And lastly, you can also send them an email or chat with their customer support on Frontpoint’s contact page here.
What to Do When Given the Runaround
As you can see, things can get significantly more complicated than they need to be.
If Frontpoint is giving you the runaround when you are trying to cancel your service, there are a few things you can do that have been proven in practice to work.
People who were not seeing success when trying to cancel their Frontpoint security shared that things often got resolved after involving the BBB (Better Business Bureau).
If you believe you are targeted by deceptive and unfair practices, you can also contact the Federal Trade Commission (FTC).
Do not be afraid to mention in your correspondence with Frontpoint that you are collecting evidence as proof and that you will reach out to local media, forums, and social media or even take legal action if necessary.
If nothing works, you might have to take them to small claims court, especially if they keep charging you.
Several people reported that doing all this led to Frontpoint acting in a very timely manner and even waiving the 30-day cancellation notice that they usually require from their customers.