Vivint review: Cancellation of monitoring service

I'm assisting a friend who lost her husband 9/29. I've been reviewing accounts, subscriptions, etc and she specifically mentioned wanting to cancel Vivint due to issues with their service when the alarm was accidentally tripped (he had Alzheimer's and didn't know the PIN). Since he has passed and the contract terms were already met and they were month-to-month I started the journey to attempting to cancel the account.

Go online. Directed to chat. Chatbot tells me I have to call.

Call 1: After multiple attempts to keep the account open, I was told that the call would be escalated. I was placed on hold, the call was picked up and then I was hung up on.

Call 2: Same deal but now the cancellation team is closed so I need to call back.

Call 3: Get a human who tells me they need a copy of the death certificate and request to close. Sent. Receive back the attached image stating that the cancellation was unsuccessful because they didn't receive a valid Notice if Cancellation (they did), the account still has a remaining balance (it didn't), or the term length wasn't met (it switched to month-to-month in August 2025).

Call 4: The cancellation team opens at 8am. Told to call back in 30 minutes.

Call 5: The cancellation team opens at 8am. Told to call back in 30 minutes because the first person didn't consider time zones.

Call 6: Welcome to the call from hell. "Let me review your account" turned into 40 minutes of attempting to retain the customer (who, again, is dead), offers of discounts which started at 3 months and went up to 2 years, guilt about what would happen with no one monitoring the home...

I'm told that my call will be escalated to the cancellation team when I tell him I want to cancel, I don't want to discuss it any further, and that any further delays will result in my contacting the state attorney general.

New person but same nonsense. Offers of discounts, statements that they need things in writing and that they would email me so I can reply with the service number and request for cancellation. Never mind that I've already done this and included the death certificate. Apparently the prior tech didn't handle things properly. She will take this new email and send it to the cancellation team (because apparently I've hit a new middle man) and they will review it and get back to me in the next 10-14 business days.

At this point I've flown past annoyance into absolute anger and frustration. I demanded that she escalate the call immediately and she said that she couldn't since that team doesn't talk directly with customers. I eventually demanded that they get back to me by Monday morning (10/19/26) with confirmation that the account is cancelled or I will escalate to the Ohio Attorney General, FCC, etc. Now we wait and see...

All of this for an account owner who is literally dead. This is beyond unacceptable. The entire experience has felt gross and predatory.

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