Your SMS today re Excessive Response Billing >>>>Do not charge me!!!!!

I have received an SMS from you today. Text reads:

“Fidelity ADT JHB: JOH226 Monthly threshold of 4x responses exceeded. Refer to notification or visit www.adt.co.za for more info on excessive response billing”

What notification should I refer to? Presumably refer to said notification for additional detail?

I visited the given web address and searched on “excessive response billing” and the result was “it seems we can't find what you're looking for.”

So, where do I get the additional inputs from?

BUT >>>>> Please note that I strongly object to the imposition of this “excessive response” charge

Note further that if your debit order comes through on my account for an amount greater than normal. I will reject it and I will a) decline to accept any unpaid/rejection fee that you might want to further levy and b) I will claim from you any rejection charge that my bank levies

Why am I doing this?

Your technical is aware of the issue with the alarm system fitted in my house. It has been ongoing for a long time. They were not eliminated via a service carried out on my system on 19 September. I informed your Technical of this and they came to my house on 22 December. But the problems remain and Technical still have not responded to my last email of 8 January in the matter

I continue to experience the underlying alarm activations that have led you to levy the “excessive response” fees

It has turned out that these “false alarms” have been recording in your system as panic activations. In every case since approx. late Dec/early Jan (and actually from way, way back) they have not been such. Each one of them has occurred when I have been out of the house and with the interior sensors activated

Some weeks ago, I started informing your monitoring centre (?) callers that the alarms have not been panic activations for the reason that the house was empty at the time of activation with interior sensors activated. Why would I execute a panic button alarm if I am not at home and located some distance rom the house?

I went further to explain to one of your local patrolmen who called at my house after one of these events what was happening and I informed him also that that event was not a panic activation and that at the time of the alarm I was also not at the house and that the internal sensors were activated

So; - Has your technical responded and taken action to resolve? No! - Have your monitoring centre callers escalated the issue as I have depicted it to them repeatedly? No! - Did the above referenced patrolman escalate the issue after I’d explained it to him? No!

But you expect me to pay additional fees for so-called “excessive response”? No Way!

I also draw your attention to your original notification of the implementation (imposition) of the subject charge in your mail of 2 May ‘23 and re same, my voice mails to you of 4 May on your ADT Whatsapp # ***. These voice mails were about my issues with a range of aspects related to your alarm response actions and the excessive response charge. I suggest that you revisit those communications before taking any action to charge me for excessive response this month and in future

And further, I point you to my email of 19 November in which I raised issues about your (seemingly, newly introduced at that time) monthly invoices and what I thought was wrong with them. You have not responded to me and subsequent invoices received have indicated that you have not/will not address/implement my suggestions which were provided as a better way to keep your customers informed as to what services, levies and other charges they are paying for

This means that in absence of your suspending the addition of the excessive response fees in the next debit order, I am going to see a debit on my bank account for an amount that is greater than the normal debit and there will be no explanation/detail coming from you. Further, the statement that I will receive from you in February will simply show a debit for “Service Fees” and a credit referenced “Debit Order” and nothing further

So. all told, I think that your functionalities and service are way below expectation and not very professional and I trust that the above will receive your immediate attention