Ongoing Billing Issues & No Resolution from Fidelity ADT

I am writing to express my ongoing frustration with my ADT account, which has remained unresolved since my last interaction with the company in May last year. I was double-billed for two years and spent months trying to have this rectified. Most concerning, my service was suspended from February this year due to this new billing issue, leaving us without protection — completely unacceptable for a security provider. When the matter was eventually addressed, the payout amount was never discussed or agreed with me, and I was reimbursed only for the lower amount charged. Since then, the situation has continued to deteriorate. The amounts deducted from my payout for April and May last year have never been reflected on my account statement. I also informed the call centre that the debit order could no longer be processed from the account on record, as the account is no longer in use. I intended to settle the account via EFT once the statement had been corrected — however, this has still not happened. In addition, I received correspondence confirming that my monthly service fee had been amended, yet this adjustment has never been reflected on my account. On the occasions when the billing department contacted me due to the debit order not going through, I again requested that my account be corrected. Not only were the consultants I dealt with telephonically unhelpful most of the time, but the billing department in particular was often rude and dismissive. Trying to resolve this telephonically has been an extremely frustrating experience. Each time I contact Fidelity ADT, the call is either abruptly terminated or I am transferred and then disconnected. This happened seven times in one morning alone. When I finally managed to speak to someone, I requested a call back from the consultant who had previously assisted me — this never happened. I have also sent an email to the individual who previously handled the double-billing matter and am waiting for a response. At this point, I am beyond frustrated. I simply want: • A corrected and accurate account statement • Proper reflection of all payments and adjustments • The ability to settle my account immediately via EFT At this stage, I have already requested cancellation of my service, as I no longer have confidence in Fidelity ADT’s ability to manage my account correctly. Should this matter not be resolved immediately, I will have no option but to escalate it further by lodging a formal complaint with the relevant Ombudsman and other regulatory bodies. I trust that this will not be necessary and that urgent action will be taken to resolve this matter without further delay. The lack of service, accountability, and communication is completely unacceptable. I expect urgent intervention and resolution.