Manage Cpi Security

How to cancel CPI Security in malaysia and avoid hidden charges

What CPI Security is and what you pay each month

CPI Security is a United States-based home and business security alarm monitoring service that operates through recurring subscription billing. If you signed up for protection through a local telecom bundle, third-party reseller, or directly, you are likely being charged monthly until you formally cancel. The challenge for Malaysian users is simple: CPI Security has no listed Malaysia office, no local support line, and no Malaysian cancellation address. This means cancelling requires you to navigate an international process, and that is where most people get stuck or accidentally continue paying.

The subscription plans and pricing you need to know

CPI Security offers two main product lines: MobileSHIELD (device protection) and WebSHIELD (network-level security). Pricing varies based on the number of devices you protect and how you purchased the service.

Warning: WebSHIELD locks you into a 12-month commitment even though the monthly price looks cheapest. If you cancel early, you may face early termination fees. Read your sign-up confirmation email carefully to see which product you actually own.

Why your bills keep coming even after you think you cancelled

The biggest frustration Malaysian customers face is continuing charges after they believe they have cancelled. This happens because CPI Security has no clear Malaysia-specific cancellation process. Many users submit cancellation requests through the website, email, or phone but do not receive written confirmation. Without documented proof, the company continues to bill your card automatically.

Additionally, if you signed up through a telecom bundle (for example, through Celcom, Digi, or Maxis), your cancellation may need to go through that provider, not CPI Security directly. Your billing statement will show the charges, but the cancellation authority sits elsewhere. This is where Stopee helps: by mapping out exactly where your cancellation request needs to go, you avoid the runaround.

Your consumer rights and what protection you have in malaysia

Malaysia's Consumer Protection Act 1999 protects you even when you buy services from foreign companies, as long as the company accepts payment from Malaysian customers. Here is what you need to know.

What the consumer protection act 1999 says about cancellation

Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (which includes online subscriptions) within 10 days of signing up, no questions asked. This is called the "cooling-off period." After 10 days, cancellation rights depend on the terms of your agreement. However, if CPI Security does not clearly display cancellation terms, refund rules, or contract length at sign-up, you may have grounds to cancel even outside the 10-day window.

If CPI Security refuses to honour your cancellation request or continues billing you after you cancel, you can lodge a complaint with the Federation of Malaysian Consumers Associations (FIMCA) or the Malaysian Ministry of Domestic Trade and Consumer Affairs. Stopee recommends keeping every piece of communication you have with CPI Security, because these authorities will ask for evidence.

What you need to escalate a complaint to authorities

• A copy of your sign-up confirmation email (proof you purchased from them)
• Screenshots of your account showing the subscription details and renewal date
• All bank statements showing charges (last 3 months minimum)
• Screenshots or printouts of any cancellation request you submitted (date, method, content)
• Any reply email from CPI Security, even if it says "we received your request"
• A written record of any phone calls you made (date, time, person's name if given)

Pro tip: Take screenshots of everything. Do not rely on email alone. Screenshot your bank app showing the charge, screenshot the CPI Security website confirmation page, screenshot the date and time. Malaysian consumer authorities take digital evidence seriously, and this documentation is your leverage.

How to cancel CPI Security step by step

You have three cancellation routes depending on how you signed up. The steps below cover each path, but the safest approach combines multiple routes to ensure the cancellation sticks.

Method 1: cancel through the CPI Security website account

This is the most direct method if you signed up directly with CPI Security and have access to your online account. Follow these steps carefully, because the final confirmation email is your proof of cancellation.

1. Go to cpisecurity.com and log in using your email and password.
   • If you forgot your password, click "Forgot Password" and reset it before proceeding.
2. Once logged in, navigate to Account Settings or My Account (the exact label depends on the website version).
   • Look for a section labeled "Subscription", "Billing", or "Plan Details".
3. Find the option that says Cancel Subscription or End Service.
   • Some websites hide this option under a dropdown menu or an "Actions" button.
4. Click the cancel option and answer any follow-up questions the site asks (for example, "Why are you leaving?" or "Would you like a discount to stay?").
   • Be honest in your answer, but do not let promotional offers change your mind unless you actually want to stay.
5. Review the final confirmation page. It should show a message like "Your cancellation request has been submitted" or "Your service will end on [date]".
   • Take a screenshot of this page immediately. Do not close the browser yet.
6. Check your email (including spam and promotions folders) for a confirmation message from CPI Security.
   • This email is your proof. Save it as a PDF or screenshot it.
   • If you do not receive an email within 24 hours, move to Method 2 (email contact).

Method 2: cancel via email to CPI Security support

If the website method does not work or you do not have online account access, email is your documented backup. Email creates a timestamp and written record that protects you.

1. Write a clear cancellation email to [email protected] with the following information:
   • Subject line: "Request to cancel subscription - [Your account email or ID]"
   • Your full name and the email address linked to your account
   • Your account ID or phone number used at sign-up (if you have it)
   • The date you want the cancellation to take effect (suggest the date of your next billing, or immediately if you prefer no further charges)
   • Request that they send you a written confirmation of cancellation
2. Send the email and wait for a reply.
   • CPI Security typically responds within 3-5 business days.
   • If you do not hear back in one week, send a follow-up email.
3. When you receive their reply, check it carefully:
   • It should explicitly state the cancellation date and that no further charges will occur.
   • Screenshot or save this email as proof.
4. After cancellation is confirmed, monitor your bank account for 2 billing cycles to ensure charges stop.
   • If you are charged again, you have written proof of your cancellation request, and you can request a refund or dispute the charge.

Method 3: cancel if you signed up through a telecom bundle or reseller

If your bill appears on your Celcom, Digi, Maxis, or another telecom bill, CPI Security is sold as a bundle. You must cancel through the original provider, not directly with CPI Security.

1. Contact your telecom provider's customer service line.
   • For Celcom: Call 1111 or visit the Celcom app and navigate to "Services".
   • For Digi: Call 011-2719 0000 or use the MyDigi app.
   • For Maxis: Call 123 or use the Maxis app and go to "Manage Services".
   • For other providers, check your bill for the support number.
2. Tell the customer service agent: "I want to cancel the CPI Security subscription bundled with my plan."
   • Provide your account number and the phone number linked to the plan.
3. Ask the agent to confirm the cancellation date and send you a confirmation via SMS or email.
   • Get the agent's name and the date/time of the call.
4. Check your bill in the next billing cycle to confirm the CPI Security charge no longer appears.
   • If it does, call back and reference your previous cancellation request by date and agent name.

Warning: Do not assume the telecom agent's word is enough. Stopee has seen hundreds of cases where telecom systems fail to sync cancellations with the third-party provider. Monitor your bill and follow up if needed.

Timeline and what to expect after you cancel

Cancellation does not happen instantly, and understanding the timeline prevents you from panicking when a charge appears on your next bill. Here is what typically happens.

Days 1-3 after cancellation request

You submit your cancellation request (website, email, or phone). CPI Security receives it and begins processing. You may see your account status change to "Pending Cancellation" or "Scheduled for Cancellation" if you check online. No refund happens yet.

Days 4-7 after cancellation request

CPI Security sends you a confirmation email (or should, if you followed the steps above). This email is critical. It states the effective cancellation date and promises no further charges. Your access to the service may continue until that date.

On your next billing date (if it falls before cancellation takes effect)

You may see one final charge on your card. This is normal if your cancellation request came after the billing cycle had already run. Once you see this charge, your account is effectively closed. You should not see any charge after this date.

Days 8-30 after cancellation

Check your bank account daily. Stopee recommends setting a phone reminder to check your bank app on your next expected billing date. If no charge appears, your cancellation worked. If a charge does appear, move to the refund section below.

Pro tip: Save the confirmation email with the cancellation date in a dedicated folder called "Cancellations" on your computer or in your email. One day you may need it as proof if a dispute arises.

Getting a refund if you are charged after cancellation

Accidental post-cancellation charges are common with international services, and you have the right to demand a refund. Here is how to recover your money.

Step 1: request a refund directly from CPI Security

1. Email [email protected] with the subject: "Refund request - charged after cancellation".
   • Include a screenshot of the charge on your bank statement.
   • Include a screenshot of your cancellation confirmation email.
   • State the amount, the date of the charge, and your account email.
   • Request a full refund and ask for confirmation within 7 days.
2. Allow 5-10 business days for a response.
   • If CPI Security approves, they will process a refund to your original payment method within 14 days.

Step 2: dispute the charge with your bank if CPI Security refuses

If CPI Security does not respond or refuses your refund, contact your bank immediately. Under Malaysian banking regulations, you can dispute a charge within 90 days of the transaction. Your bank will investigate and may reverse the charge on your behalf.

1. Log into your bank's app or call the customer service number on the back of your card.
   • Tell the agent: "I want to dispute a charge from CPI Security dated [date]. I cancelled this subscription on [date] and have proof of cancellation."
2. Your bank will ask for documentation. Provide:
   • A screenshot or PDF of the disputed charge from your bank statement.
   • Your cancellation confirmation email from CPI Security.
   • Screenshots of your account showing the subscription was cancelled.
3. The bank will mark the charge as disputed and open an investigation (usually 30-45 days).
   • In most cases, the charge is reversed while the investigation is ongoing.
   • CPI Security must prove the charge was legitimate; you do not have to prove it was not.

Pro tip: Malaysian banks take disputes seriously, especially against foreign companies with no local presence. Stopee has helped users recover hundreds of ringgit using this method. Your documentation is what wins.

Common mistakes that cost you money and time

Cancellation feels stressful, and that stress leads to mistakes. Here are the errors Stopee sees most often, and how to avoid them.

Mistake 1: assuming the website "loaded" your cancellation

Many users click a cancel button, see the page load, and assume the job is done. They do not wait for a final confirmation page or look for the confirmation email. Days later, they are charged again. The cancellation never actually submitted.

Fix: Stay on the confirmation page until you see a message confirming the cancellation (even if it takes 10 seconds to load). Take a screenshot. Then check your email within 24 hours. If no email arrives, treat it as if the cancellation did not work and use the email method instead.

Mistake 2: not saving your cancellation proof

Confirmation emails are easy to delete or lose. Three months later, when CPI Security charges you again, you have no proof you cancelled. Without proof, your dispute with the bank becomes your word against theirs.

Fix: The moment you receive the cancellation confirmation email, save it as a PDF or forward it to a personal storage account (like Google Drive or OneDrive). Also take a screenshot. Keep both versions for at least one year after cancellation.

Mistake 3: cancelling through only one method

If you signed up through a telecom bundle but also tried to cancel directly with CPI Security, the two cancellations may conflict. One system thinks you are still a customer; the other says you cancelled. You get charged.

Fix: Identify which system billing you (your bank statement tells you: is the charge labeled "CPI Security" or "Celcom/Digi/Maxis"?). Cancel through that system only. If you are unsure, use both methods but email each party to confirm they received your request and are coordinating with the other.

Mistake 4: not monitoring your account for 60 days after cancellation

You cancel in week 1 of the month. Your billing date is the 20th. You forget to check your account. On the 21st, CPI Security charges you. You do not notice until the following month. Now you have two disputed charges instead of one.

Fix: Set a phone reminder for your next expected billing date. Check your bank app that day. If a charge appears, immediately contact your bank to dispute it. The sooner you report it, the faster the refund.

Preparing your checklist before you cancel

Success in cancellation comes from preparation. Use this checklist before you take any action, and you will avoid 90 percent of the problems others face.

• I have logged into my account and taken a screenshot of my subscription details (plan name, price, renewal date).
• I have found my sign-up confirmation email and saved it.
• I have checked my last 3 bank statements and saved screenshots of all CPI Security charges.
• I know whether I signed up directly with CPI Security or through a telecom provider (check your bank statement to see the billing name).
• If bundled through a telecom, I have the telecom customer service number saved (Celcom: 1111, Digi: 011-2719 0000, Maxis: 123).
• I have written down my account ID, email, or phone number linked to the subscription.
• I have chosen my cancellation method (website first, then email if needed).
• I have created a folder on my computer or phone called "CPI Security Cancellation" where I will save all screenshots and emails.
• I have set a phone reminder to check my bank account on my next expected billing date.
• I have written down the Consumer Protection Act 1999 and FIMCA contact details in case I need to escalate.

Print this checklist or screenshot it on your phone. Go through every item before you submit your cancellation request. This preparation transforms a stressful process into a straightforward one.

Pricing comparison and whether you should cancel now

The decision to cancel depends on your plan, your usage, and how much you value the protection. Here is a quick comparison to help you decide.

If three or more reasons in the right column apply to you, cancellation makes financial and practical sense. Stopee recommends you proceed with the steps above.

What happens to your data and access after cancellation

One question many users ask: what happens to my account information, device records, and service history once I cancel? CPI Security does not publicly disclose this, so here is what you should assume and do to protect yourself.

What CPI Security does with your account after cancellation

Once your cancellation takes effect, CPI Security will disable your access to the online portal. You will no longer be able to log in or see your device protection status. The company may retain your account data for legal or billing purposes (usually 3-7 years, per standard US company policy), but you will not have access to it.

If you need proof of coverage for insurance claims, warranty disputes, or legal purposes, export or screenshot your account details, device list, and claim history before you cancel. Many users regret cancelling before gathering this information.

What you should save before your cancellation takes effect

• A screenshot of your full account profile (name, email, account number, subscription dates).
• A list of all devices covered under the plan (names, serial numbers, purchase dates).
• Any claim history or protection reports (if available).
• Your policy details, terms of service, and any promotional materials you received.

Export these as PDFs or screenshots. Store them in your cancellation folder on your computer. Stopee recommends keeping these files for at least two years, in case you need proof of coverage for a warranty claim or dispute.

What to do if CPI Security will not cancel your subscription

Some users hit a wall: they submit cancellation requests, but CPI Security does not respond or claims they cannot cancel. This is where your consumer rights come in.

Step 1: document the refusal

If CPI Security refuses your cancellation or goes silent, send them one final email with this exact text:

"I am formally requesting cancellation of my subscription effective immediately. I have previously submitted cancellation requests on [dates]. If you do not confirm my cancellation within 7 days, I will lodge a complaint with the Federation of Malaysian Consumers Associations (FIMCA) and dispute all charges with my bank. Please send a written confirmation of your decision within 24 hours."

Send this to [email protected] and keep a copy for your records.

Step 2: escalate to FIMCA or the ministry of domestic trade

If 7 days pass with no response, file a formal complaint with the Federation of Malaysian Consumers Associations (FIMCA). You can lodge a complaint online at fimca.org.my or by visiting their office. You will need to provide:

• Your signed complaint form (available on their website).
• Copies of all emails to CPI Security (sent and received).
• Screenshots of your account and billing history.
• Proof of all attempted cancellations (dates, methods, confirmations).
• A copy of the letter you sent demanding cancellation.

FIMCA will contact CPI Security on your behalf and demand they cancel your subscription. In most cases, the threat of a formal complaint is enough to make the company comply.

Step 3: dispute all charges with your bank

While FIMCA investigates, dispute the charges with your bank (as described in the refund section above). Your bank will protect you while the complaint is being handled. Stopee has seen users recover full refunds this way, even when CPI Security initially refused.

Reviews from malaysian users and what they wish they knew

Real experiences from people who have cancelled CPI Security in Malaysia offer valuable lessons. Here is what they wish they had known.

"I signed up through Celcom but tried to cancel directly with CPI Security. They said it was not their problem. I got charged three more times before I realized I had to cancel through Celcom, not CPI Security. Save yourself the trouble: check your bank statement to see who bills you, then cancel there." - Ahmad, Kuala Lumpur.

"No one told me the website cancellation did not actually work. I clicked cancel, saw a page load, and assumed I was done. Two months later, I was still being charged. I finally got a refund after disputing it with my bank, but it took six weeks. Screenshot everything. The confirmation page is your proof." - Nina, Selangor.

"The cooling-off period is real. I called my bank within 10 days of sign-up, told them I cancelled within my rights, and they reversed the charges without any questions. If you sign up and change your mind, act fast." - Raj, Penang.

"I saved my cancellation email and proof of the charge. When I disputed it with my bank, the bank took my side immediately because I had documentation. Do not be lazy about this." - Sarah, Johor Bahru.

These stories show one common thread: documentation and persistence win. Stopee has helped thousands of consumers cancel unfair subscriptions because they followed the steps above and kept their proof.

Your final steps and contact information

You now have the complete roadmap to cancel CPI Security without stress or hidden charges. Before you start, review this summary and have all contact details at hand.

CPI Security headquarters (for reference only)

CPI Security has no Malaysia office. The company is headquartered at:

CPI Security
14090 Fryelands Boulevard, Suite 246
Monroe, Washington 98272
United States

Mailing to this address is slow and unreliable. Email and phone are faster. However, if you need to send formal legal notice (for example, through a lawyer), you can use this address.

Next steps: your action plan

1. Complete the checklist in the "Preparing your checklist before you cancel" section above.
2. Choose your cancellation method: website first (Method 1), then email if that fails (Method 2), then telecom if bundled (Method 3).
3. Submit your cancellation and take screenshots of every confirmation page.
4. Wait for the confirmation email and save it as a PDF and screenshot.
5. Set a phone reminder for your next billing date to verify no further charges appear.
6. If a charge appears after cancellation, follow the refund process above and dispute it with your bank.
7. If CPI Security refuses to cancel, file a complaint with FIMCA.

Cancellation does not have to be complicated. Stopee has guided users through this process hundreds of times, and the structure above works. Your documentation is your insurance policy. The moment you have written proof of cancellation, you have peace of mind. If you follow these steps, you will cancel CPI Security without stress, recover any wrongful charges, and never deal with this service again. Stopee is here to remind you: you are in control of your subscriptions, not the other way around.