18 Years of Loyalty Ended in Frustration

I was a happy customer of Fidelity ADT for 18 years. We recently sold our property and I therefore had to cancel my account. Just before transfer was registered at the Deeds Office, the house was struck by lightning and we had to replace the alarm system.

I made the required payments to Fidelity ADT using the reference number provided by their accounts department. Despite this, I received a message from their Credit Control department demanding immediate payment on the same reference to avoid further action.

For days now, I have been trying to resolve the issue. I have sent proof of payment five to six times to various departments and individuals because the payments were not allocated to my invoice/account. I was then asked to provide my ID number, and I am now being told they cannot locate my account at all.

This has been extremely frustrating and disappointing after 18 years as a loyal customer. Based on this experience, I would unfortunately not recommend them as a reliable service provider.