Promised lies by customer retain officer

I have been requesting their visibility with no success, my yard was burglared into 5 times already and on each occasion i press the panic button and they will promise me a patrol car at least twice a week, nothing happened hence the ********* played in my yard. I requested to cancel the contract, they called to try retain me by saying they will give free service for 3 months, the current bill i had for technician callout and battery will be cut to 50% and I can make an arrangement pay it off, but when the debit order went out, they used the initial arrangement made which I told them to cancel since i was cancelling the contract, when i enquired on the debit order amount, Charmaine said she doesn't knw who i made the arrangement with, very unprofessional. I have been sending them emails with n response because they debited my account, they are satisfied yet me as a customer im not. Please note that I can get any security service anytime and cancel ADT but I chose not to and believe their retaining excuse which seems to be invalid as they just wanted my money. ADT finance staff is very *********** and unprofessional, I wish this could be escalated to the CEO so thy see how their customers are treated. Also the lady that called to retain me by offering that arrangement said she will whatsapp me her numbers, but til today no whatsapp received. She said she is Tumi's manager, now Charmaine all of a sudden doesnt know her.