Formal Complaint Regarding Unresolved Claim and Unprofessional Conduct – ADT Security

We are writing to express our deep dissatisfaction with ADT Security’s handling of our outstanding claim and the unacceptable conduct of its staff.

Our church has suffered four break-ins this year alone, with the most recent incident in April 2025 directly attributable to ADT’s negligence. On that occasion, the ADT officer failed to inspect the premises after the alarm was triggered, compromising our safety and security.

Following this incident, we were advised to submit a claim through ADT’s legal department, which we did in May 2025. Despite full compliance with the required process, we have yet to receive payment.

The claims administrator assigned to our case is Ms. Denise Pillay, reporting to Ms. Odette Maree. Unfortunately, our interactions with both individuals have been marked by unprofessionalism and disregard. Ms. Pillay has consistently failed to provide meaningful updates or responses to our queries.

More concerning is Ms. Maree’s complete lack of engagement. She does not respond to emails from her own staff and has displayed hostile and dismissive behavior.

It has now been five months since our claim was submitted, and the promised payment remains outstanding. This conduct is in direct violation of ADT’s duty of care and its service obligations to clients. Such behavior not only undermines trust but also damages the reputation of the organization.

We hereby demand the following: 1. An internal review of the handling of our claim by Ms. Denise Pillay and her line manager, Ms. Odette Maree. 2. Immediate processing of the outstanding payment by a senior manager not directly involved in the current dispute.

Should this matter not be resolved promptly, we will be forced to pursue legal action and escalate our complaint to the relevant consumer protection and regulatory authorities.

We trust that ADT will treat this matter with the seriousness it deserves.

Sincerely, [Mrs Makhavhu] [***]