ADT continues to debit my account for an alarm that is not working

It was brought to the attention of ADT Security at the begining of September that the panic alarm at 8 Bundu Court Belavista in Johannesburg South was not working. This was done by one of their Technicians. ADT did not reply with a solution or any option to resolve the issue yet continued to debit my account every month with debiting double the amount in December. I have made several calls since December 2022 to try and get a refund and find out what the options are for my sister who lives off a disability grant. The people that call back or answer the calls say they will speak to a Manager but no one calls back. They ask you hold on until your airtime runs out or out you on hold until the call cuts off. This alarm was for my sister's safety and she passed away on 27 December 2022. I am still struggling to get a hold of ADT for my refund since September 2022 and to cancel this contract. I am sure they will debit my account again at the begining of February with no reply to my emails and not resolving this issue. I think its very unfair how these large brands can call you all the time to offer their products and services but their Management hide behind call centers when refunds are requested and contracts need to be cancelled. I hope other vulnerable people like my sister are not treated in this way. The level of service and very disappointed. We received excellent service from SOS. Now that ADT has taken over the contracts the service level dropped.