INCOMPETENCE

<p> </p> <p>To whom it may concern 27/10/2016<br /> <br /> Herewith events as unfolded with your company past and recently:</p> <p>We previously had an account with ADT and after a period of 3 years the fees nearly doubled and we eventually cancelled the account with a 30 day notice period as requested per our service agreement. Another amount was deducted the follwing month and when we queried it, we were informed that we never sent a cancellation letter. Unfortunately during this period our computer crashed and as we sent it via email on vodamail account, we had no record of it and thus sent another cancellation email. Another amount was deducted and by then, I was furious and refused to pay again as we had cancelled 60 days ago. ADT listed me on ITC for a period of nearly 3 years for an amount of less that R300 despite the fact that I did sent a cancellation letter well in advance and sent it twice.</p> <p>Which brings me to my current situation. We have had financials difficulties as business was very slow throughout the course of March through to June/July 2016. Subsequently, we had to revisit our budget and restructured our personal finances so as to bring some relief on our situation. <br />One of these decisions included changing the ADT debit order from our Standard Bank Account to my personal FNB account. <br />I received a DO instruction form from ADT on the 26th Sept 2016 at 12:58pm. I completed it and sent it back on the 30th Sept 2016 at 07:43am to both R Pretorius and N Ngomane. ( See attached)<br />I phoned N Ngomane on the 30th Sept to confirm receipt of such a completed form and she confirmed it. <br />ADT then debited my personal FNB account in the amount of 361.35 on the 7th Oct 2016. I did not authorize this amount nor this date of DO. Upon sending a letter to N Ngomane, an amount of R330 was returned to my FNB account on the 12th Oct 2016. <br />On the Standard Bank account (SB Account) an amount of R330 was unsuccessfully deducted on the 2nd Sept 2016 and a R115 penalty was added to my account from SB as a result of unsuccessful DO. On the 26th Sept 2016, R330 was successfully deducted from SB account. On the same day, another amount of R361.35 was deducted from the SB Account, this time unsuccessfully with another penalty of R115. <br />On the 30th Sept 2016, R330 was successfully deducted from the SB account. <br />On the 26th Oct 2016 an amount of R361.35 was unsuccessfully deducted from the SB Account and another penalty of R115 was added to my account. <br />And despite our agreement, ADT did not deduct any amount from the FNB account for the month of October.</p> <p>And here is my queries and my complaints:</p> <p>I signed a contract with the Agent and I was assured of an amount of R330. Why was I not informed of the increase in premiums to allow enough time to rearrange my budget for the following month? I already queried this with N Ngomane but she informed me that ADT is currently moving offices and that she sent the request through to the agent for further information. I also sent the complaint against the Agent (from the 14/09/2015) through to her on the 13th Oct 2016 and again sent a</p> <p>follow up on the 26th Oct. She then informed me that she is still in the process of the move and will tend to it soonest. When will this be sorted? <br />We are a business and we need to uphold a good credit record on our SB Account, which is why we restructured the financials. We app**** for a much needed new vehicle at Nissan Gezina just last week and were informed that there are too many RD's (returned debits) on the account and that we will not the able to apply for the next four months. We have received a huge contract and we need to appoint a new team to drive this new vehicle and we are loosing income as a result of this continued inadequacy from the department that handles the Debit Orders at ADT. This is tarnishing our reputation and subsequently has caused our application to be rejected and thus costing us MUCH more that just a few R115's. <br />Furthermore, this is highly unacceptable and unprofessional from a company that is supposed to be reliable and reputable. ADT is a security company and it is not providing security but it is causing anxiety. I wake up in the middle of the night and think about how the heck we are going to fix this situation with ADT and who I need to talk to or even shout at to get this sorted! <br />A loss of income has more reach for a small business that for a large enterprise and I can prove that ADT has actively added to this. <br />How is it even acceptable to deduct an amount of R361.35 from my account and then just put R330 back? What about my bank charges? <br />What about all the R115's on the SB account for all the deductions that did not go through that was not our fault? I accept the penalties that are our fault and take responsibility for those, but when do you as a company take responsibility for your inadequacies that is costing us dearly in both finances, reputation and emotional turmoil? I can not begin to tell you what we are going through as a result of this nonsense. I did everything from my side to ensure that the DO instruction was received in order and in time and still you mess it up by debiting the wrong amount and then the wrong account.<br />At this point, I have had enough and I am emotionally exhausted trying to fix your mistakes and clear incompetence in handling this account or clear inadequacy in doing a basic debit/credit process.</p> <p>I want you to send me a FULL detailed account statement for this year 2016. I expect you to pay back penalties are your fault and also return the R31.35 to my FNB account or to add this as a credit to my ADT account. I also expect you to write a formal letter that exonerates us for the last mistake (R361.35 deducted form the SB account on the 26th Oct 2016) as I CLEARLY provided enough time (30 days ) for the DO instruction to be updated AND received a confirmation of the updated details. This will hopefully be enough to aid us in the application of the new vehicle in two months time.</p> <p>I trust you find all this information in order and I welcome ANY call from your company as I am TIRED of phoning you and getting NO RESULT!</p>