ADT NOT ADRESSING FAULT

I reported that I do not get a sms when there is load shedding. Every time I called, for approx. 2 months now, I was told that I must call later, I even send an email to which they respond that according to their records I do get an sms. They do not make an effort to establish what the problem is. Out of desperation I sent an email (x2) to say that I want to cancel my service and that they must refund me as my dt order went off at the end of last month - they don't event bother to acknowledge receipt.