ADT SECURITY- Poor service from the technical team

So I had a faulty perimeter sensor and called the Richards bay branch of ADT to get it sorted out . I was on hold for 5 min before anyone picked up my call . Worst still when I disclose my issue finally I get put through to Neville who's head of the technical department whom I had hoped would assist me , yet this man had me standing at my alarm panel cause he said he doesn't have anyone to help me then basically had me on loud speaker while he speaks away from the phone doing lord knows what while trying to assist me so I eventually got tired and dropped call after 10 min of basically . Its not my first experience with this man he once installed some things at my house broke my plumbing and didnt report it at his office.

Now to my main issue with ADT , I have a property I rent out that I had an alarm system on . I wanna cancel the contract with the rental property for the monthly security fee but was told I would have to pay a cancellation fee of about R2000 and offered a lower monthly fee because I'm a year into the agreement more or less . My issue here is no one told me or explained such when they came to me with the contract . I was told I could cancel anytime if I didn't see the need for the security so please I'd like some clarity on such instances what am I to do