Promised a cheaper rate and they didnt follow through with it

I got a phone call from ADT saying thank you for been a loyal customer and I must please stay with them they going to reduce my monthly fee (this is without me even asking them) so I thought thats nice of them and stopping my procedure to change security companies first month didnt change as the debit order was already done for that month second month no change in my monthly fees so now I will be changing to a different security Company. Also you phone them and no one gets back to you.