e reluctantly

My panic alarm system stopped functioning due to ongoing loadshedding. I requested a call out - waited a week before I received a response from Fidelity ADT - but when they eventually contacted me, we arranged an appointment - the technician arrived four and a half hours early and phoned me because I was not at home. He reluctantly agreed to come later that afternoon at the scheduled appointment time. My elderly mother opened for him. He proceeded to tell her that the entire battery needed replacing, which he did and then, when I got home from work, my mother presented me with the invoice he had left - for R2 000! I phoned the call centre and complained that he had not consulted with me - the account holder - before going ahead with the job to ensure that I could afford to pay R2 000. Call centre assured me that the technical manager - Robert Blackburn - would be in touch with me. I have phoned repeatedly OVER THE LAST MONTH and still, to date, I have not received a call from Robert Blackburn. No acknowledgement whatsoever but they have since emailed me another invoice reflecting the R2 000 owed. I believe that not only is the service and after-service extremely disappointing - but correct protocol was not followed. I feel extremely let down by Fidelity ADT.