Extremely disappointing customer service and poor handling of cancellation

My experience with Fidelity ADT has been extremely disappointing.

The onboarding process was problematic from the outset, with issues that I raised with the ADT team during the applicable cooling-off period. I also repeatedly requested the relevant contract documentation, which was not provided as expected.

I subsequently submitted a formal cancellation request during the cooling-off period, clearly setting out my reasons and concerns. Despite this, I received no acknowledgement or meaningful response for 7 days.

For a company providing security services, I expected a much higher standard of communication, accountability and customer service. Instead, I have had to repeatedly follow up simply to obtain acknowledgement of a formal cancellation request.

What is particularly concerning is that I have had to put in writing that I do not accept cancellation fees or further billing where the cancellation was submitted during the applicable cooling-off period.

I chose Fidelity ADT expecting a professional and reliable service. Unfortunately, my experience has been the opposite.

I am posting this review to make other prospective customers aware of my experience and to give Fidelity ADT an opportunity to address these issues properly.

At this stage, I cannot recommend Fidelity ADT based on my experience.