No service or even the courtesy of a response

Still waiting for ADT’s feedback and for them to confirm they cancelled our membership to ADT with immediate effect.

Payments are made but contract not honored by ADT due to the gross negligence of staff and the inability of rendering the service that we pay for.

I uttered my unhappiness on Saturday, Monday, Tuesday and Friday but is still being ignored by ADT and their Management team.

Please see timeline of events below and process the refund accordingly as we have already signed up with a willing and able armed response company yesterday.

1 December 2018 - Our alarm went off just passed 8 on Saturday evening after load shedding had started. No response was received from ADT. At 20:27 I phoned your emergency line and requested someone to come out to have a look. I followed up at 20:45 after no response was received and eventually called at 21:00 tp cancel the call out as we were clearly not important. I was told by the emergency services team that they are delayed, however, it is COMPLETELY UNACCEPTABLE TO WAIT FOR ARMED RESPONSE FOR 40 MINUTES DURING AN EMERGENCY!!! On this evening I was told by the consultant that a technician will come out to the property to check the alarm first thing on Monday morning - please feel free to listen to the recording of the commitment made by your consultant.

3 December 2018 - No technician arrived as promised by the consultant. I contacted the technical department to find out what happened and why we were not even contacted after our numerous conversations and serious complaints on Saturday. This time I was told by the consultant that he cannot commit to anything, but that he will get his Manager who was busy on a call to phone me as soon as he is done. At the end of this call we were asked to do the survey - in which we again complained - still no feedback on this either!! 2 hours passed without any contact from your Technical Department, and when I phoned back they told me that they had knocked off for the evening and that I should phone back at 7:30 the next morning.

4 December 2018 - I phoned in the morning [after still not having heard from anyone from Technical Department] and insisted to speak to the Manager. I was told that this was not possible and that they would send an email for them to phone me, but after your track record of calling clients back insisted to speak to the Manager immediately. The female Manager that answered was rude and unhelpful to say the least. When I told her about my previous calls she even went as far as to say that I didn't phone you the day before! Which was then proven to be wrong when I gave her my husbands number and the calls could be tracked. She had absolutely no regard for the situation and did not even apologize let alone take ownership of the neglect on the part of ADT. She said she will try and see whether she can squeeze me in, and will give me feedback - till date not a single word!! My husband then phoned yesterday afternoon and was told that they just decided to schedule it for today [5 December]. When he queried this as we will not be there at the time he was told that they will check and phone him back -- WHICH AGAIN DIDN'T HAPPEN!!!!

Another hour and a half later I proceeded to phone ADT and just cancel the so-called 'service' as you are clearly not interested in having us as clients.

5 December- I sent a long cancellation email again listing all my complaints and requesting an immediate cancellation. Not even as much as an automated response confirming receipt.

6 December- forwarded email again asking for feedback with again no response received.

7 December- Phoned the call center to enquiry and all I got was a couldn’t care attitude and generic answers requesting me to resend yet another time.

I am disgusted at ADT's utter disregard for their clients and blatant carelessness. For a paying long existing client to be treated like this is completely unacceptable and definitely warrants immediate cancellation. I will definitely not recommend your services to anyone, and will definitely advocate for smaller armed response companies that care about their clients and at least strive to deliver service other than ADT who seems to important to care. Not to mention that from the 3 quotes obtained on Tuesday evening ADT is a minimum of R160 per month more expensive - for absolutely no service whatsoever!!

I await Senior Managements urgent feedback to this complaint as well as immediate cancellation and a full refund of my December instalment. Please advise what further information is needed.