MyAlarmCenter.com

MyAlarmCenter.com

2.5

Our Score

1.3

User Score

My Alarm Center is a national company and partners with local reps to service customers throughout the US. The brand of equipment in home security packages depends on the region. My Alarm Company uses both Honeywell and GE equipment in their home security packages. The install fee includes the installation and price of equipment. Monitoring fees depend on service type e.g. cellular, interactive, and landline.

The basic My Alarm Center home security package includes:

  • 1 control panel
  • 3 window/door sensors
  • 1 motion detector
  • 1 key fob

Pros

My Alarm Center provides multiple options for purchasing a home automation system.  The first package is the MyHome package, which includes remote arm/disarming, event text alerts, remotely managed keypad codes, and view event history.  The main option is MyHome Premium.  This package includes everything that the basic package includes plus the following:

  • Remote thermostat control and scheduling
  • Remote light control and scheduling
  • Remote door lock/unlock
  • View live video
  • Review saved video clips
  • Receive video alerts

This top package costs $59.99/month for 36 months and is their all-inclusive package.  Compared to many top packages, the MyHome Premium is one of the best in the industry.  It includes many scheduling, text/email, and weather alerts that other companies do not provide.

Cons

The only main downside is that even after you purchase the top package you still have to purchase the video surveillance equipment.  With the premium package they provide you with the option to monitor and receive video image notifications but they do not provide the camera equipment to capture them.  Therefore, customers have to purchase them a la carte.

Our Recommendation

My Alarm Center offers some of the best home automation packages in the country.  With four options to choice from, customers can decide which package is most suitable for their needs.  If you are in the market for home automation and want a variety of options to choose from we suggest picking up a system from My Alarm Center.

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Ratings Breakdown
Monthly Monitoring Fee $34.99-$59.99
Install & Equipment Fee Undisclosed
Contract Length Undisclosed
Cancellation Policy Free
System Relocation Fee Free
Number of Reviews 50
Review Last Updated: April 09, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

50 MyAlarmCenter.com Reviews

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0

Score

J Miller San Jose, CA

Mar 11, 2020

We had this service for many years at our home and when we sold the home we tried to cancel service thru the monitoring service, who told us we had to contact customer service. Every time I phoned "customer service" (3 times) I could not reach any individual and had to leave messages which went unreturned. The company kept charging my bank account until I contacted my bank and issued a stop payment. In the interim for 4 months the new owners of the home kept setting the alarm off in error and I kept receiving calls from the monitoring personnel that they were dispatching the fire department. Every time they called I told them again the home was sold and to cancel the service. Several months later we started to receive threatening emails for non-payment. I called the "customer service" phone number on the emails and was told I had to speak to another department which never answered. I was told if they didn't answer to send my cancellation request to their email address, which I did. As soon as I sent the email I immediately received a standard response which said someone who contact me in the next few days, which 2 weeks later I haven't had anyone reach out to me via email or phone. Today I received another threatening email from the company. I would recommend you use any company other than this one!

0

Score

Manchuy plyten Atlanta, GA

Jan 29, 2020

Fortunately I didn't bother getting the alarm because the customer service initially on the phone was so lousy. Rude and an indpt. Then, when I pointed it out, the management got more rude and inept so I could not ever recommend this company and I certainly wouldn't use them. And that's the truth.

0

Score

Zanetta Kelley

Dec 31, 2019

It’s confusing between my alarm enter and alarm.com. One dept doesn’t know what the other is doing. Totally Keystone Cops!

0

Score

Jay

Dec 27, 2019

The worst bottom feeder company I’ve ever done business with as a consumer. The amount of run around, double speak, red tape, hoops, hours on hold, incompetence and B.S. I experienced when trying to transfer the alarm system to a new homeowner was LEGENDARY. I’ve never been angrier in my life. The company was just attempting to get me to pay a cancel bill amounting to MONTHS of fees even though the new homeowner wanted to take over. Also the system components were unreliable and failed just after the 1 year warranty, and the company attempted to get me to pay full price for replacement. The tech confirmed the parts were known to fail. In less than 3 years I spent more time on the phone than the contract had to be worth. At least there’s some consolation there. Never again.

0

Score

Bob Schummer Chestnut Hill, MA

Nov 12, 2019

System doesn't work

2

Score

trinalankford

Aug 28, 2019

Told me last year I could cancel at the end of this year, now they say oh no, Dec of 2020. I haven't used their service in 8 months. Now I can pay for another year. AND to cancel, I have to send them a letter! A phone call will not do, even after verifying all my info. I offered half up front to cancel, no dice. Pay or else.

0

Score

joanna ross Valencia, PA

Aug 13, 2019

worst customer service. Will not call you back for service. You have to continuously have to call them and stay on hold for 45 minutes. No one ever does what they say they are going to do. Totally unreliable.

0

Score

Tony K Hilliard, OH

Jul 31, 2019

Never use this company. Our system was malfuntioning. I'm in the process of scheduling a service call. This is the 3rd week. I have been told on 4 different occasions that someone will contact me. No one has. It looks like their service arm is All State Alarm. They are the real problem. I spoke to Robert from All State alarm who said he was the owner of the company. He was very rude and never scheduled an appointment. Never use My Alarm or All State Alarm. Also, when I call for an alarm test, My Alarm personnel seem to have no idea what they are doing.

0

Score

Kevin Kim Santa Clara, CA

Jul 19, 2019

It takes 30 days to cancel the account and I have to pay one month for no reason. Cancellation was also a lot of hassle. It took me an hour to get transferred 2 times to get to the right person and then I still had to write an email request.

0

Score

Lucile Walker

Jun 26, 2019

Called several times and the phone never picked up but just kept returning me to the original menu. Then I finally connected to a recording and waited over 45 minutes and was never connected to a representitive due to their (high call volume) obviously they need to hire more people .. worst company I have ever been with. I intend to get out of my contract.

0

Score

janet eddington Springfield, MA

May 11, 2019

I have been with this company for 25 years! I upgraded and added cameras to my home. WOW, what a BIG MISTAKE. When the cameras were first installed technicians had to come back 3 times because they kept going off-line!!! Last month, they sent a technician out because I changed my modem/router. A few days ago I received a bill for almost $400.00(labor, trip charge)!!!! To add fuel to the fire, I was on a monthly billing cycle and they kept billing me quarterly! These people are OUT OF THEIR MIND. They should be paying me for ALL the headaches I had with them. Looking for another security company ASAP and they can do whatever with the contract. They DID NOT fulfill their end. (I will contact the Better Business Bureau if need be.

2

Score

Robert Reeves

Apr 26, 2019

Some of the worst customer service I have seen from a company. Messages and emails about problems are not returned and when you call during business hours you are always on hold for an extended period of time. Their cameras have failed constantly & the company always has its hand out trying to charge you for a service fee to replace their cheap faulty equipment. I’m counting the days left in my contract until I no longer have to deal with this company.

0

Score

Christine Dicken Des Moines, IA

Mar 29, 2019

My husband and I have tried unsuccessfully to cancel this account for a week since we are moving. We have been transferred four times and then disconnected, been put on hold for more than ten minutes and finally told to send the request to [email protected] We can not find that site. Today we went into the website and the form to request contact doesn't work. We were also told we will be paid an additional month because they needed a month's notice. So, every day we can't cancel we will have to pay for. Bogus! What a mess!

1

Score

Mary Kenny

Mar 28, 2019

I am completely frustrated. I canceled my account with "My Alarm Center" two years ago. Recently my canceled alarm box keeps beeping. I've tried everything to stop it. It's harassing and nerve wracking. I've called 3 times, each time I am told to go to the master box in a closet that is hardwired and to "pop" open the locked box. I never received a key to that box - I tried everything - hammer/crowbar/swearwords/prayers/tears!! I'm 75 years old - I CAN'T BREAK OPEN THE LOCKED METAL BOX TO DISCONNECT THE BATTERY!!! PLEASE, FOR GOD'S SAKE MYALARMCENTER HELP ME OUT!! Give me a key! Send someone out to help me.

2

Score

Ralph Goers Glendale, AZ

Mar 25, 2019

The customer service people are nice enough but you have to wait a minimum of 30 minutes to speak with one. When I tried to schedule service they transferred me to another company whose voicemail said I was calling after hours even though it was 2 hours before their stated closing time.

8

Score

Paul wills Yuma, CO

Jan 12, 2019

Good system for do it youselfers. Requires 3 yr contract but I got the equipment free on promotion in 2016. Panel is top drawer and motion sensors are good. I did initial install with good phone support. I am renewing contract and leaving out mantainence feature for $25 per month. No land line service required and uses Verizon cell tower. If you can change batteries and work a touch screen this is good option for you.

0

Score

Andree Nunn

Sep 21, 2018

I inadvertently triggered my alarm, unusual for me. I waited to see the response from The Alarm Cry. When THE ALARM CTR contacted me, I was dealing with an AUTOMATED RESPONSE call. I was dealing with a menu to communicate with this company. APPALLING LACK OF SERVICE. Thank God there was not an intruder in my house. I am cancelling my service after 23 years.

0

Score

Paul Farina Middleburg, FL

Jul 4, 2018

I purchased an alarm From Kentronics. I paid $980 for install. I received all codes including the installer codes. I owned the system. My alarm center bought out kentronics. When I had an issue with my system they came out and fixed it. They changed the installer code without my permission. They also locked the system out from a default reset. In other words if I try to reset the system to it's defaults it will "Brick" the board that I purchased and had installed. I recently cancelled my monitoring so I can self monitor. I asked for the installer code that they illegally changed and refused to give it to me. IF YOU BUY A SYSTEM FROM ANY COMPANY MAKE SURE THAT YOU HAVE NOT ONLY THE MASTER CODE YOU HAVE THE INSTALLER CODE..... WITHOUT THESE CODES IF YOU LEAVE THE COMPANY YOU WILL HAVE REPURCHASE A NEW CIRCUIT BOARD AND PROGRAM THE ENTIRE SYSTEM. THEY ARE ALL CROOKS. I recently installed a simpli safe system for my mother in law I have full control over it and I will never go with another alarm company. PERIOD. YOU WERE WARNED.

0

Score

Shannon M Fuller

Jun 26, 2018

I called at the end of May to cancel my membership. I was paying for the service with my account. My husband signed the contract. They would not talk to me to cancel. I had my husband try to cancel and they said they would send an email and to follow the instructions in the email. They did not send the email. I called back either the next day or the day after that. They sent yhe email. I was told they would waive the payment. They did not. I called back today, when they charged me, the lady I was talking to was rude and said it was too bad.

1

Score

April M Caltabiano Roswell, GA

Jun 1, 2018

My keypad was beeping and woke me up. I called the 24hr # and they said it was a bad sensor, but they couldn't reach the on call technician. they said the on call technician would call me back as soon as he got their message. That was 2:30am. It's 6:30am and I still haven't gotten a call back. I was up all night re-setting the keypad every time it went off which was 8 times. I just called them again and this time I was told how to disable the entire system. I was also told they would put a call in to a tech to come out to my house.... for which I will be charged a service fee. I am now calling other alarm services to find out who actually provides customer service.... and I have been a loyal customer for over 7 years.

0

Score

bonesboyd

May 7, 2018

Atlanta, GA-Takes FOREVER to get a tech help to troubleshoot! When you need a technician they NEVER call you to make an appointment and it’s a Ma & Pa tech. Then they call you and tell you they will Be by your house in 30mins to check WITHOUT having set up a prior appointment! Took 4-5 months to get it fixed and manager would only refund 1 month saying I wasn’t available when the techs tried to contact me. TOTAL CRAP!!!!!

0

Score

Paula Baptista

Dec 15, 2017

Bad company. Had installation june 29, 2017...system dead in 2 days. Of course it was near the holidays, so I had to wait. Then another time system alarm malfunctioned at 10pm and the alarm was on for the entire night waking up the neighborhood, called for service..... guess what...no one was there... no one answered.. I had to call again during the day. Avoid this company. My friend has ADT...much better..use them.

10

Score

shirley Montgomery, AL

Nov 13, 2017

Very happy with my service with My Alarm Center (Hawk). Been with Hawk for 10 years, with no issues and the best customer service by far. I love the service I receive every time I call. Mr. Ismael G. (Smiley) is amazing. positive, caring, friendly, and on top of all the promotions and specials. He is one of a kind. We feel very safe having My Alarm, and don't have any plan on change. No complaints at all.

0

Score

David Hart Brooklyn, NY

Oct 24, 2017

My experience with ‘My Alarm Center’ - Scan Security South Hampton NY Which I like to refer to as SCAM SECURITY So where to start. We live in East Hampton, NY and had an alarm with ADT for many years. We had no problems with ADT, we had a alarm system with cameras and we could also control the heat, aircon and some lighting. Two years ago I moved my business from NYC to work from home and due to the natural of my business my insurance company gave me a list of requirements for my home alarm. After shopping around for an updated alarm system it seemed SCAM SECURITY were a better options at ADT. This also felt good for me as SCAM were a local company. So SCAMS sales guy told me nothing was a problem, it would be an easy switch over. He informed my that our existing cameras would work on SCAMS online / app system - Sounds great no ? He informed me / promised me / WROTE in the contract that the new alarm would be UL certified just how my insurance company had requested - sounds amazing! So we agreed terms with SCAM We gave notice to ADT We informed our insurance company all sounds great Now here comes the problem - sorry PROBLEMS - The installed happened a couple of days late - The installed guys turned up and know NOTHING about a UL rated alarm and UL listed parts - I spent hours on the phone with SCAM’s office, my insurance company - SCAM’S office informed me that we couldn’t have a UL rated alarm system, even though the sales guy sold us this and wrote it on the contract - We were told the cameras wouldn’t work on SCAMS online / app system unless we brought an extra part (convertor) for each camera at a cost of over a thousand dollars - We were told that SCAMS online / app wouldn’t handle the same number of cameras that we currently had with ADT and we had two choices 1- to have less cameras 2- to have two online systems / apps at an extra monthly fee….. (and far from user friendly having two systems / apps) So we went for option 1 to have less cameras - funny our new SCAM alarm has less video security than our old ADT alarm - Our alarm install managed to take WEEKS, not the couple of days promised. This was due to the fact of the UL rated parts, the camera nightmares and we needed parts for a large safe (vibration sensor and door sensor) and they had issues sourcing these (both were agreed and in the sales contract) This meant for a period of time we had ZERO security at our home and in turn no business insurance. - The wiring was left a REAL MESS by SCAM. I’ve lived and had alarms installed in Miami, NYC, London (UK), France and Greece and I can honestly say I’ve never been left with wiring in such a mess. - We were never trained on the system - After the install we were not left with a ‘road map’ or any idea what sensor was what. So those were the install nightmares Then perhaps 1 year later the alarm control started to beep once every minute, this happened for hours I called and was told we had a low battery in the master bathroom window…. however we have 4 windows in the master bathroom and due to no labeling or map it was impossible to tell which one was low. After some time on the phone with support i managed to press the old ADT key pad in the basement and the beeping stopped. Someone from SCAM came out two days later and whilst they in my home they told me 1 window in the master bathroom was not connected to the alarm and was there a reason for this - OF-COURSE NOT - WHY WOULD WE NOT WANT AN ENTRY POINT NOT SECURED. And then….. A couple of nights later around 2am BEEPING BEEPING again every minute, both my and my girlfriend tried everything and then we called support. The first girl kept on telling us to key in our 4 numbers into the key pad…. we kept telling her we didn’t have a key pad we have a touch screen and there was no number key pad….. Her not knowing the system we have is crazy Her not being training on this touch screen system is crazy. After over 30 minutes on the phone with her she told us she would get someone to call us to help. A girl called who was amazing, super nice and spoke us though how to work the touch screen and disable the zone which was beeping. And she promised to follow up with us the next day… which she did. Two days later a SCAM engineer / maintenance guy came to change ALL batteries so this problem wouldn’t happen again and to also create a map / number them so we never which zone there was a problem with in future. Whilst he was here this happened - firstly he was AMAZED after so many SCAM staff coming to our home we still had an ADT sign in our drive way and sticker on our front door. - He found and asked us why THE WINDOW ON THE GROUND FLOOR NEXT TO THE FOOR DOOR, had no sensors on and wasn’t hooked up to the alarm!!!!!!! WTF are you KIDDING me that means we have had an alarm system for over a year, we have been paying for this system BUT THE WHOLE TIME WE HAVEN'T BEEN SECURE……. And then this morning I received a bill for maintenance, the call out to fix the errors and what we paid for over a year ago….. Its my mission to take millions of dollars away from SCAM SECURITY by sharing my story with all my friends, every real estate broker I know, the many custom home buildings I know. I know i’ve managed to push at least a hand full of people to other companies and I’ll keep doing so. What a terrible experience.

0

Score

Anders Gauthney Media, PA

Oct 24, 2017

My obligated contract has been over with them for years. Finally officially Cancelled month to month in August over the phone since system was never upgraded. Thought I was through with this joke of a company. Was still billed for two more moths. Then told in October the only way to cancel is it has to be in writting. My original signed contract says nothing about it has to be in writting. So now we are at a stand still. They are still billing me & Im refusing to pay for lousy service.

1

Score

Sue Minneapolis, MN

Sep 25, 2017

I have been a customer for ten years. I requested service for two windows that malfunctioned and I work days, apparently they only work Mon-Fri till 4pm. If I want service after that, I was told I would pay 99 for them to come out, and then $198 per hour for service on top. I went around with them for weeks and finally decided to cancel. They told me I would have to pay $390 to cancel because I have a year of a contract left. It does not matter that I have been with them for ten years, I would never use them again, I suggest Simply Safe.

10

Score

Ruth Mae Barnegat, NJ

Sep 11, 2017

To whom it may concern; i called customer service 9-11-17 in the morning. Problems with my alarm system. Ms. Johan C picked up less then 8 mins. She guided me through the alarm test. She was informative, courteous,patient. Very understanding when i told her of my work schedule, having a special child. And the importance of having my alarm up and running. Ms C scheduled my alarm to be serviced. Quickly and at a time most convenient for me. Thanks again Ms. Johan.. Awesome.

0

Score

Paul Jones Cincinnati, OH

Jun 23, 2017

Worse experience of my life. Tried to cancel, put into suspension for a couple of months and started deductions from my bank account without my permission. Over 6 months without resolution. ABSOLUTELY THE WORSE.

0

Score

Jen Teves Marietta, GA

Mar 2, 2017

I had nothing but issues with My Alarm Center. (My contract was with AMSA their subsidiary). The alarm would trip all the time for no reason. The motion detector wouldn't work. The sound break alarm would trigger constantly. When I called to try and get a technician to come out I would have to wait up to 2 weeks for an appointment (that was even if I could Kermit their scheduler to return my calls - I often had to make repeated calls to get a call back). When they told me I had to pay for the service calls it was the last straw and I canceled and got ADT. I've been problem free since. I have made repeated calls to My Alarm Center to have them cancel the account (at a great expense to myself) and then got a call from a rude customer service tech asking me if I had switched service and when I confirmed I had, she told me that I "really should call and cancel my service". That really made my case for me... Awful products, awful customer service, zero follow up, disrespect of the customer. AVOID AVOID AVOID

8

Score

Deb

Jan 2, 2017

I've had this system for ten years and have had very good service during this time. They respond quickly when the alarm goes off - seems cost is reasonable compared to other services

0

Score

Calvin Durham, NC

Dec 2, 2016

I was sitting at home one night enjoying a few beers. Two young men knocked on my door and sold me a my alarm security system. Huge mistake. I did not realize at the time i was signing up for a 5 year contract until i read the paper work later. The sales people did not inform me verbally about it and i was a little intoxicated and wasn't as precautions as i usually am sober. Unfortunately i made a mistake but i feel like i was taken advantage of. I've been trying to buy out of my contract but they offer a little discount to pay it off and will not offer to make my monthly payments cheaper. It is hard for me to afford the monthly payments. I find most other companies are willing to work with you, not arm alarm. There are much cheaper options out there. Be smarter than me. Don't talk to door to door salesmen, especially if you are slightly intoxicated. Don't sign into a ridiculous contract. This simple alarm system will cost me around $3,500.00!!!! Not a good company

0

Score

Diane Arnold

Oct 11, 2016

Failed to respond to email(s) sent 3 different time, same subject.

0

Score

Glenda Stubblefield Mesa, AZ

Sep 9, 2016

Do not use this company. The service and Customer Service is not the best. I had appointment for them to come to look at my camera, and other things that are going wrong with this system. The appointment was cancel by the company they use to troubleshoot for them...The excuse I got was I needed to reschedule another day, that was very unprofessional after i told them it was cruial they come today, I was leaving ou oft town and the problem needed to be fix.

0

Score

Amber Knight

Aug 23, 2016

Have been on hold for 53 minutes. I will not hang up because I will NEVER receive a call back!!

0

Score

Robert Gillett Glenview, IL

Aug 13, 2016

I call & write and cannot get service. Worst company I ever worked with. They never even return calls or emails. I have to find a company that actually does repairs and service.

0

Score

Kevin Brown Granbury, TX

Jul 1, 2016

I have had over two years into a 36 month contract, and have had nothing but problems. This company refuses to service their product after the sale and when you become so dissatisfied that you wish to cancel, they make you buy your contract out. Buyer beware!

0

Score

Sankalp Srivastava Houston, TX

Jun 29, 2016

Useless is the word. Please read this before you take their services: 1. You are signing a contract. Beware of the sales rep who will ask you to agree to terms and conditions and will request you to say yes for a 36 months contract, just a formality and getting out of the contract is a minimal fee of like $100 2. They will not put a single sensor from their end and use everything existing. Both my backdoors were left and was asked to shell extra $200 to get them secured. Wow, so I should always expect someone to barge from my front door 3. Coming out of contract, well you need to pay all remaining amount of the contrcat and not $100, to me I was asked $979 4. You cant upgrade for a better service under curremt contract, sign up for a new one or continue with the pathetic one I dont have choice but you do so don't get fooled. This is a local sec alarm company. Go for other established companies. Wasting $37 a month for this one is not at all advisable.

0

Score

Lynette Love Washington, DC

May 24, 2016

DONT DO BUSINESS WITH THESE PEOPLE. Most people don't choose them for their alarm service. You start with another company and when it gets toward the end of that contract, that contract is sold to my Alarm Service. The business model they operate under is to use all kinds of shady tactics to try to keep billing you after the contract is up. Instead of focusing on offering you excellent service or state of the art equipment and technology they focus on calling you, writing you, requesting termination letters, requesting the letter again and requesting that letter yet again. Can't understand why they don't chose to focus their energies on the options of excellent service, technology and equipment to keep your business. In my case they said I couldn't initiate the termination of the contract. Even though the contract was initially for three years and was over in OCT 2015. They said I didn't sign the contract. ( we bought a new house and signed the alarm service contract at closing. It was a deal offered by our builder and managed by Westminister Alarm service ). The contract was in me and my husbands name but there was only space for one person to sign the contract so my husband signed it and I didn't. But I did initial the contract in three places along with my husbands initials. THE BILL HAS COME TO OUR HOUSE FOR OVER 3 YEARS IN MY NAME ALONE! But yet they said I couldn't initiate a termination even after the initial original contract period of 3 years was up. So my husband did get on the phone and tell them to stop the service. That wasn't enough. They kept writing and calling and billing. In January we spent 30 minutes talking on the phone with them, escalating the call to a supervisor, my husband spoke to them and sent that doggone letter in his name. We were told we were getting an adjustment on the bill canceling out the service and charges going back to October and we were done with them.. The end right! No way no how! Started getting those calls again and in April we got a bill saying we owe them $200, saying they need a termination letter from my husband. Really! You put someone through all of this to cancel a fricking alarm service after 3 years and the contract is already done? In my case my family member was going through a very serious and debilitating illness. And I got this shady, joke of a company hassling me about terminating an alarm service.

0

Score

Alfred TX

Dec 22, 2015

Have a system in my home for over three years and hasn't been monitor, they claim that it is and that they show signal. After all this time come to find out that all my upstairs windows haven't been protected and they don't have anything but excuses. You installed the system and now you don't know. If you can continue to look else where to find someone to protect your home, this isn't the company. The girl in service named Theresa wants to talk to you like a kid and doesn't even know anything. Best bet is staying away from companies like this.

0

Score

Cathy Rhodes Madison, GA

Sep 10, 2015

The alarm company we used for 20 years sold out to this one a couple of years ago. One of our smoke detectors broke and we called for service. The guy came out to look, fiddled with the system so now nothing works. They wanted us to replace the system, so we started shopping around and decided to change companies. Now they are saying we didn't use the "code word" when we tried to cancel their service and want us to pay another for quarter. Worst customer service ever! They are holding us hostage!