Adt give back my deposit

I have been a loyal client of ADT for the past 5 years, which is exactly why my husband and I chose to continue using your services when we recently purchased a new home. Based on our previous positive experience, we app**** for your advertised “free alarm device” installation promotion on Facebook. A representative visited us, provided a quotation, and advised that a deposit was required in order to proceed with ordering the device. We paid this deposit on 25 March and were informed that installation would take place within 7–10 days due to ordering the device . After waiting, I followed up via email to schedule the installation, as we needed to arrange time off work. I received a vague response indicating that I would be updated. A week later, after still hearing nothing, I emailed again. This time, I was told that the original sales consultant was on leave and that someone else would handle my case. I was then asked to resend all documentation, which I did promptly — only to be met with complete silence. The way emails were answered were very unprofessional not even a greeting and this is from a senior advisor. When my husband eventually called to demand clarity, the explanation suddenly changed. What started as a delay in scheduling turned into an excuse about staff being on leave, and then ultimately shifted to a claim that our application was declined due to “credit control.” This is both confusing and unacceptable, especially considering I have been an active ADT client for 5 years without issue. We have also just purchased a home, making this explanation even more questionable. At this point, it is clear that we are being given inconsistent and misleading information rather than honest communication. Every time we phone there is a different excuse of why we weren't assisted . But we have paid our deposit as requested. Every time we get promised a senior will phone us back. Its friday afternoon you are enjoying your relaxed weekend while we stressing about security.

I request that ADT take accountability for this situation, stop providing conflicting excuses, and process a full refund of my deposit without further delay. There are many other security companies willing to provide efficient and transparent service, and unfortunately, this experience has ensured that we will not continue with ADT nor recommend your services to others.