Poor service in overall

I am with ADT on paper and the sign on my wall but don`t see them even patrolling in the area,if you look for them they parked under a tree by the soccer grounds.When the alarm goes off be sure they`ll come 2hrs later,worse then the SAP.I got ADT because SAP never respond but now I`m doubting and my neighbours have Chubb which response time is actually marvelous.Secondly they decided to deducted my account twice with an amount of R541.00 x2 for December without an explanation,calling the call center just for them to tell me no credit controller available.When I called on the 22/12/15 I was promised a refund in my account it`s already the 30/12/15 and still nothing