Fidelity ADT - Customer service and loyalty means nothing to them!

ADT service sucks. I changed my banking details on the 13 September via email with Therine Francis . She confirmed that this will be actioned with the debit at the end of September. This was not the case. Instead the incorrect account was debited incurring additional costs for me. I called numerous times asking for this to be rectified and for Therine to revert to me. Up to now I am still waiting. I called again this morning and spoke to Lerato who puts me on hold for more than 5 minutes all at my cost. I thought I would e called back but this is how ADT values a customer ( been with them for more than 15 years). My emails don't get responded on and neither do my calls. ADT must reimburse my bank costs for their failure to action my request.