Unhappy client

Dear ADT Support Team,

I am writing to express my concern and disappointment regarding a double debit from my account in December 2025. When I contacted your team, I was informed that the additional charge was for a “radio service.” I explained that I do not use a radio — my system is configured for in-app service only. Your agent confirmed that the charge was an error and assured me that the amount would be reversed. Unfortunately, despite several follow-ups, the refund has still not been processed. Each time I contact your call centre, I am either placed on hold for extended periods until the call drops, or I am told that someone will contact me — which has not happened. In addition, I am extremely concerned about the slow response times to alarm alerts. This delay poses a serious security risk, as an intruder could complete their activity long before assistance arrives. I kindly request the following:

Immediate reversal of the incorrect debit. Written confirmation that the billing error has been corrected on your system. Clarification on why alarm response times have been slow, and what steps will be taken to address this.

I hope to see this matter resolved urgently, as the current service level is far below expectations.

Kind regards, Jermina Magasa