Account overcharged and no feedback from ADT

<p>In June, my husband and I decided we required an alarm and approached your Sales team for a quote. Your sales consultant came out to our house, gave us a quote that included my 20% off multiply discount, and we accepted and paid this quote in full before the technicians came out. While we waited for the technicians to come and install the alarm, we requested your sales consultant to provide us with an additional quote for 2x remotes. I received his feedback via email that it would cost me R220 per remote, and R340 for the receiver. This was in order with us and we confirmed that the technicians could bring that along with the installation.</p> <p> </p> <p>The technicians came to install the alarm and provided us with the remotes and receiver as well. I enquired with them if the 20% Multiply discount was included in the quote he provided and he said no, I would need to speak to the sales person. I contacted the sales person and have been struggling ever since to obtain an updated quote. Countless emails later, still no updated quote or any further feedback. I stated in the email that I need an updated quote to reflect the correct balance and this fell on deaf ears it appears.</p> <p> </p> <p>Your accounts department then contacted my husband to ask when are we making payment as our account is overdue! This was frustrating as this is something that affects our credit record, however we are waiting on YOUR feedback before we make payment. We told this to the credit department, and it followed suit – no feedback AGAIN!</p> <p> </p> <p>I then contacted your Call Centre, spoke to a lady and she looked on the system. Nothing was mentioned on the quote, about any details that we needed before we made payment. The lady confirmed the amount indicated on the system for the remote and receiver, this was way more than we were originally quoted!! I sent her the email we received from your sales person wherein he confirms the amounts for remote and receiver. I also told her that the quote needs to reflect the 20% discount. All seemed well and it seemed that we were FINALLY making headway, when the lady mentioned that the accounts department is now looking in to my query… to my dismay (I was foolish to expect a different result) my email went into a black hole after that. </p> <p> </p> <p>After receiving ANOTHER statement that indicates we are overdue on our account, my husband contacted your Call Centre. Only to hear the lady I was dealing with, is on maternity leave and that we should send the documents through to him. Frustrated and Angry, we sent through the documents AGAIN! This was beginning of August. It is now almost mid-September and there has been NO HEADWAY, NO FEEDBACK, NO COURTESY CALL, NOTHING! What is the hold up?? Why are we not being kept informed of the progress? As a new ADT customer, I am far from impressed at the service I have received from you. </p> <p> </p> <p>We feel like we are being harassed by your Credit department with arrear accounts and it appears that you all don’t work in one company – surely your Call Cente and back office should speak the same language!!</p> <p> </p> <p>I expect our account to be taken off the “arrears” and expect an urgent response as to my updated quote that INCLUDES my 20% Multiply discount. I also expect to be compensated for all the time and effort my husband and I have had to waste, emailing you back and forth and contacting your call centre. It seems as if once the sale is done, your after-sales service is non-existent. Your armed response teams are the only ones who seem to have a clear understanding of client centricity – you should take a feather from their cap!</p> <p> </p>