ADT is a ********** Company

My house was burgled in October 2019, our TV and my Dad’s Cell phones were ******. Our home alarm was on and in working condition (confirmed by ADT), but it didn’t activate/go off despite burglars breaking the window to gain access into our house and passing a sensor. Even after numerous calls and follow ups done with ADT, I still have not received any reasons on how that was possible.

ADT did not bother to send anyone to our premises on the morning of the break in even after we had alerted them of the incident.

Their claim is that they did call the police (of which an officer only came 2 days later after my dad went to the station to open a case) and could not dispatch security personnel as our contract with them is for monitoring only.

The service agreement copy I have with me clearly indicates that I selected armed respond as well and have been paying for such services.

3 weeks to a month, a technician was sent to my house to check and take readings from the alarm system and it was silent from their end yet again. I had to call again numerous times before I could receive any feedback on their findings

On the 17th of December a Mr Sifiso Masimula sent through another copy of the contract, different from the one I have. After I had advised him of the discrepancy he took another 3 days to get back to me with feedback saying that their admin department received such a contract with the “armed response” selection scratched out and my signature on top left as acknowledgement that monitoring only will be provided as armed response is not covered in our area (Both my Mom and I were never advised of such on the day the salesperson came to our home).

On the same day I received an email with the Buffer and incident report from a Mr John Woods who is the “Technical Field Line Manager” dated the 15th of November 2019. The buffer Report clearly states the time the system was armed and disarmed on the morning as well as the time we alerted them.

The incident report however shows the date of the incident as the 29th of November which is incorrect and does not correspond with the buffer report and date the call was first logged to report.

I am very furious as I have been with ADT for over 3 years now and paying for a product/service that completely failed me in every way possible, the one time I needed it the most.

Almost a year and a half since this incident happened; to this day I haven’t received any feedback on this matter from ADT and still being charged for both monitoring and armed respond even though they claim to only offer monitoring in my area.

I am tempted to cancel services and seek legal advice on the matter