no correspondence

So I get billed basically double the end of October and not getting bonus it affected my finances. I sent out a mail and ADT service lady says well a mail was posted for this because of the yearly fees. I reply and ask her where in the contract it says that because I did not get the mail so I have to read this to see what else I signed away giving ADT access when they want it. I am yet to hear response as to where I signed giving them the permission to deduct the year before . (E42295F563811) Then on Saturday 05/12/15 my alarm was bugging and someone at the office assisted me with all my own airtime but the evening it kepy going off so I called back almost 12am and said it not setting . I understand there would be a delay its after hours so they took my number and on Wednesday I have not gotten the call meaning Sat night I could not set my alarm. Why am I paying for a service promised but not delivered.