No Response and Feedback

I have had a problem with my alarm remote. I have phoned several times, only to listen to music while holding on at my cost. No feedback, no resolution, and bottom line is that I am organising to cancel my ADT subscription as I've already spoken to the competitors who seems very interested. ADT seems to penalise loyal, long standing customers as existing customers pay more than new customers. It seems my requests keep on falling on deaf ears, and also that an ADT technician charges more than a medical surgeon. Really disgusted but I will cancel my subscription as it seems you don't even remotely.