Faulty alarm ,unable to get help

I have been a client of ADT fidelilty security company for more than 2 years Been paying my subscriptions by the book I have had problems numerous problems where i had to pay for them to sort out my problems The last straw is now my keyboard is not working meaning i cannot set up my alarm system For the past 2 weeks i am dealing with client services to help me out I sent them a cancellation e mail since i wanted to join the other security company The response was to fone a lady i wont mention the name This morning i have called twice with the response to say she will call you back leave your numbet guys I am leaving for Pongola in the afternoon Please tell the next step to take My account has been deducted for a monthly service premuim but I am unable to access their services for the past 2 weeks