FEDILITY ADT is putting my family's lives at risk

Fedility ADT is the most unreliable armed response/ security company.

We had a attempted break in on 11 August 2021 and my wife activated the panic button the first time at 15h35, however there was no response from ADT. She constantly activated the panic button until 15h50, without any response. After alerting me, I called ADT 15h58 and requested them to dispatch someone to the house. However the agent dispatched only arrived at 16h10 which is 35 minutes after the first activation of the panic button.

In addition the agents did not clear the property to ensure that no perpetrators is hiding on the property, but came in laughing and joking while my wife was highly distress as a result of the incident.

I requested the activation report which indicated that ADT received all the panic alarm activations from 15h35. I subsequently requested a report indicating when they arrived at the property and I was supp**** with a report indicating that they arrived at 1****. Now there is a clear discrepancy as there would have been no reason for my wife to continue pressing the panic button after ADT arrived at the premises. In addition, there would have been no reason for me to call ADT at 15h58 (ADT have record of this call) .

My thoughts is that either ADT manipulated the reports as to not expose the shockingly slow response time or they did dispatch the agents but they did not show up at the premises. The non show of the ADT agents makes me think that maybe they were involved in the attempted break in. I have raised the discrepancy in the reports versus the events on the day with ADT and was promised feedback on the same day but no feedback was received until now.

I have also requested ADT to assist me the day after the incident with checking my alarm system for possible faults, additional security beams etc considering the incident we had. However ADT could not commit to helping me the same day. As the first point of contact for the safety of my family, ADT seems to not care about the service I am paying them for.

I have indicated to ADT that I want to cancel and move to a different company, but am forced to serve a month notice. While ADT is trying to keep me to the agreement of the contract, they are in breach in terms of service delivery which put my family's safety at risk for a further 30 days.