ADT Fidelity Appalling Service Standards

I have been with ADT for almost 15 years now and recently have been shocked to experience how their services have dropped. I mean I am trying to be an understanding person, but how does a company as big as this that is now recognised as ADT Fidelity get 1 customer's requirements so wrong in such a short space of time? When I requested a repair of my system, I was provided with an independent contractor - who wanted a high rate for repairs. When I followed up with ADT, was promised someone will be in touch - and surprising no one called. So I shopped around after a while and when called to talk about cancelling service, they then listened. I will not go into the hiccups with communication s****s during this period, however a technician came through and provided a quote. I accepted and then had issues with the invoiced amount. I was informed that, despite it not being on the invoice, they could bill me for hours not worked. I put up foot down and no surprise, they billed me correctly. I paid into their account on the 6 January 2020 using reference number and guess what? They also ran a debit order. This after their consultant that I was dealing with, assured me that no debit order will run off my account. Their excuse? They receipted my payment on the 12th of January 2020 but I agreed to debit order (despite my communications with their consultant that I was paying cash) so despite my payment and communications, they still processed the debit order. Then I call in - surprise surprise the consultant is not available after the 3rd degree from operator (at my cost) and the credit controller tells me she is doing me a favour by processing my refund. And ADT wonders why they loosing customers when they cannot get customer service on 1 customer right. Guess loyalty does not pay.