Avoid this company at all costs
Avoid this company at all costs. FrontPoint Security's cancellation practices are the shadiest I have ever experienced. I have been a customer for 11 years. My three-year contract expired in June 2016, and I am now a month-to-month customer. I sold my home this month (March 2024) and wanted to cancel my service. Notice of cancellation must be provided in writing, but the FrontPoint website does not provide any information on how to cancel. The "How do I cancel my FrontPoint Service" FAQ questions page results in a 404 (page not found) error. I called customer service on March 2 at 4:16 p.m. EST to cancel my service. Despite customer service hours being advertised as 8 a.m. - 11 p.m. EST, the phone system said I was calling outside of normal business hours. I completed the automated prompts over the phone to cancel and received an email link with a form to fill out to cancel service, which I filled out immediately. That form then required me to schedule a callback from FrontPoint. Because of my work schedule, I could not schedule a callback until March 15. A FrontPoint representative called me on March 15 at 1:07 p.m. That representative, however, would not cancel my service over the phone. She sent me yet another email, which I had to reply to expressing clear intent to cancel my service, despite the fact I had already completed the online form. I repeatedly asked for my complaint to be escalated to a supervisor, but the rep refused to do so. Furthermore, FrontPoint will be charging me for a final month of service, and though I had been paying a discounted rate of $21.19, I will be charged $45.57 for the final month of service per the email I received. The rep did not disclose that amount to me during the phone call on March 15. It remains to be seen whether my service will now be canceled. I will be reaching out to my credit card company and a lawyer if it isn't.