ADT Failed to Protect My Home Yet Continues to Bill Me R6,000

Complaint:

I am utterly appalled by ADT’s poor service and complete disregard for their responsibility to protect my home. Despite paying for their security services, I’ve experienced multiple burglaries and thefts while under their so-called protection.

What makes this worse is that ADT has continued to bill me, even though their services failed me at the most critical times. I am now in arrears of over R6,000 for a service that clearly did nothing to prevent or even respond to the ******** activity on my property.

ADT promotes a Theft Protection Guarantee which, according to their own policy, should compensate customers up to R10,000 of their homeowner’s insurance excess if a burglary occurs while the system is armed and properly functioning. However, despite meeting those conditions, I have received no reimbur*****t, no support, and no accountability from ADT.

In addition, ADT’s insurance arm, Fidelity inSure, offers home contents insurance which claims to cover theft and loss. But when I tried to claim or inquire, I was met with delays, empty promises, and zero help.

The facts are simple: • Your patrols failed to stop or even notice ********s entering my home. • Your monitoring systems failed to trigger or respond. • And now, your billing department has the audacity to charge me R6,000 for failure.

I trusted ADT to protect my home. Instead, I was left vulnerable and financially drained — while ADT continues to profit.

I demand: 1. A full investigation and explanation of why your security failed during these incidents. 2. An immediate reversal or cancellation of the R6,000 billing. 3. Compensation in line with your advertised theft protection policy. 4. A written apology and proper support.

If I receive no resolution within 7 days, I will escalate this complaint to the Consumer Protection Ombudsman and take legal steps for breach of contract and gross negligence.

Enough is enough. I paid for protection, not silence. I need to be compensated for all my lost items.