Fidelity ADT Port Shepstone and Head Office - Avoid!

We experienced a power surge at our holiday home on the South Coast in Sept 2023, where after ADT installed a new alarm system in Sept 2023. The new alarm system wasn't functioning properly and in Jan 2024 my husband, as a doctor, had to postpone returning to his practice on the 4th of January 2024, as ADT could only "repair" the alarm system on the 4th of January 2024, after their visit on the 2nd of January 2024.

ADT arrived on the 4th of January 2024, but couldn't get the alarm system to work. A specialist technician arrived on the 5th, and after attending to the alarm system, advised it was fixed. Again the alarm system was faulty on the evening of the 5th of Jan 2024, and the specialist technician returned on the 6th, but again couldn't repair the "new" alarm system.

After the 6th of Jan 2024, the original technician attended to the alarm system again and again and again and even the supplier technician attended to the alarm system as well, but still to no success. Eventually in Feb 2024, and after ADT advised that they couldn't locate the fault, we decided to cancel our 2-year contract with ADT, due to ADT's lack of understanding that we need our alarm system to be in100% working order, especially for insurance-purposes. After numerous e-mails, the Manager of ADT Port Shepstone agreed to refund us all costs relating to the installation of the new alarm system and the additional fees charged monthly for faulty "burglary signals", but that ADT had the right to remove their system.

ADT arrived at 08:35 (35 minutes late as originally agreed) on the morning of the 23rd of Feb 2024 to remove the faulty "new" alarm system, which took them 30 minutes to do.

Today is the 11th of March 2024, 2.5 weeks after ADT removed their faulty alarm system, and we are still awaiting our refund. We were advised on 2 occasions that the refund could take between 6-8 weeks, and on both occasions we refused to accept this, as whenever we had to have work done to the alarm system, we had to pay ADT a deposit beforehand and settle the balance on the day of completion, or we had to settle the invoice immediately on completion of work done.

My question is this:

When you, as ADT, couldn't fix the errors/faults on the "new" alarm system and forced us to proceed with a different service provider, why is it that we have to wait for our refund? You received your funds timeously, I expect the same. ADT Port Shepstone advised it is out of their control as Head Office needs to process the refund. As requested by myself, as the manager of the branch/area, you should attend to this and speed up the process. For any customer/ex-customer to wait this long, is totally unacceptable! Not even mentioning that you put my husband out of income for 2 days as he had to delay treating his patients on the 4th and 5th of Jan 2024. This is wrong of you ADT!

To Fidelity ADT: 1. Please ensure that we receive our full reimburse immediately! 2. We will never recommend your company or services to anyone, as you couldn't care less about any of your customers.

Disappointed, but not surprised!