unhappy customer-experienced poor service

On the 06 June 2018, I joined ADT via Independent Contractor, on the 07 Thursday 2018, I had a burglary in my house only to find that this person didn't show us the correct way to arm the alarm, and this was confirmed by his assistant. on the day of the burglary, he promised to compensate us with the remote controls because we wanted to cancel. after this, the alarm kept on responding randomly without it being triggered and we lodged a complaint with first and he came. the problem was temporarily solved shortly afterward it started again. we call the independent contractor with no response so we called ADT and they told us to communicate with him. we continued to call him and even send him what's app messages. the sad thing is that we could see that he read the messages but he doesn't come back to us. we got very upset after ADT overcharged us because of the false alarm of which we reported but they failed to respond or to intervene by trying to call the independent contractor on our behalf. instead, they overcharge us so we got very upset because we felt as though ADT is blaming us for the false alarms and this was a reported technical error. we terminated the contract in March 2019.

On the 14th of August, we received an email from Thandi from ADT credit telling us that we owe them R1100(rounded off) ADT never informed us that we have an outstanding balance to settle before or while we were in the process of the termination of the contract. we responded to Thandi on the 16 August but she never came back to us. Surprisingly, on the 29 august, we called ADT for a follow-up on the issue of the outstanding amount, we were now told that our account has been handed over to legal.

What I am trying to say is that ADT is not reliable all they do is take money but they do not render the service they promise to their customers. they do not care about the reputation of their company because they outsource the service to the independent contractors but they do not care how their name is being used. that means independent contractors have their own rules and regulation under the name of ADT. To me, it does not work well because we as the customers of ADT are suffering. ADT needs to regulate its contractors to keep their customers happy.