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WG
WALTER G

1 reviews | Active since Nov 2017

06 Feb 2026, 10:11

Pathetic customer service

The accounts department of ADT Jhb have no idea what they are doing. When I wanted to cancel, I had to get a cancelation form from ADT, they send me the form, it was completed and I have send it back to the accounts department. A standard 30 notice. I spoken to them afterwards, they confirmed the form was received. But it was too much effort for them to cancel the service. The next month I received an account, I loaded onto Hellopeter, then a lady phoned me and said she will investigate and will phone me back. This was done and she said she will finalize the account and make sure the account is cancelled. Needless to say, this was also not done but I got a statement saying I still need to pay some money. I phoned again and spoke to Jaden Jonathan, he said he will investigate and get all the document and revert back to me. He did and later send me statement / email saying I just need to pay December 2025 fee. I send him proof of payment for December 2025 fees that was paid in the beginning of December 2025. I phoned him and he confirmed he did receive the POP now, as he did not get it form the original credit controller, he mentioned that the contract is cancelled with immediate effect. I got the idea this contract was then never cancelled and he is only doing it now. This was middle January 2026. He said he will sort it out and send me updated statement. Well till now, no word no proof no email no statement. Then I received a statement from the accounts department that I need to pay for services for January 2026 and February 2026, meaning this contract is still not cancelled. Beside the fact that we are using another service provider and have not used ADT from beginning of December 2025, and that the unit is not working, and still not removed by ADT. All I can say is think carefully when linking up with ADT as some people in the accounts just don’t care or just are there to get a salary and stuff the customer service. After speaking to so many people that included managers, I am still sitting with this issue. Unbelievable how they can waist your time and just mess you around... wonder what Wahl Bartmann will say about this or is this just ADT norm. I am disgusted that I have to sit here and write this complaint again and know that this is still far from over, most pathetic service I have ever received. Last sms received from Innocentia Nyaba at ADT, also emailed this person with no response yet, the original credit controller that received the cancelation letter and all POP's, Nthabiseng Mabola is just missing in action.

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Replies (4)
Fidelity Security Services
Fidelity Security Services's reply06 Feb 2026, 11:46
Official
Dear Walter Greyling  We take note of your complaint, and apologize for the inconvenience caused. You will be contacted by our Social Media Officer as soon as possible to discuss this further.    Kind regards  Fidelity-ADT 
WG
WALTER G's update11 Feb 2026, 13:18
Reviewer Update
I am utterly disappointed with ADT, the way they are handling this matter show me it is all about getting money out of clients. A is a lady phoned me, identified herself as Mpho not very interested in what I had to say, she did listen to me explaining the whole story and then said I am still liable for fees as the contract is still not cancelled, regardless of me complaining and phoning al of the managers concerned to sort the issue in the first place and at the end sending a completed cancelation form, as the issue was just not resolved, they still have not cancelled the contract. This was after they confirmed they did receive the cancelation form, and a 3rde person I delt with told me he is cancelling the contract with immediate effect middle January 2026, that was also not done. Only problem as per him was the fees for December 2025. This was paid in the beginning of December 2025, and the proof was sent to him, and he confirmed getting the POP. Mpho then said she will cancel the contract now for December 2025, January and February 2026, but there is then a cancelation fee. This conveniently ads up to the same amount as per there statement. Nothing in their service contract they mentioned a cancelation fee, this is just added as they go along, I see this as ******ion, and *********. The sales people have s soppy story to get the contract. I recall asking about cancelling the contract as I took it out on the Body Corporate’s behalf. The answer was no problem ADT just needs 30 days’ notice, no mentioned of cancelation penalties. If all this was said up front no one will take out a contract with ADT. Regardless of the unit not working and we not using their service and had to get a new supplier as the issue with ADT just gets pushed from pillar to post, they still insist on service fees. ADT referring to clauses 12.2.1.2 and 12.2.2 in their service agreement as per the agreement I signed does not have clauses 12.2.1.2 and clauses 12.2.2 referring to postal address and by registered letter, noting to do with the cancelation and the statement. So in fact referring to clause 12.2.3, emails will be deemed to have been received. Just again showing the incompetence of staff working with this account. As per SA law if no service is rendered then no fees are applicable. I’ll take this matter further.
WG
WALTER G's update11 Feb 2026, 16:02
Reviewer Update
I received an email now from ADT stating that they have now cancelled the agreement. Also, that the end date of the contract is 2026-11-15. Now showing early cancelation fee of R2408.58. There was no extra special vehicle placed at this site, no sim card contract taken out and the alarm unit is not a rental it was paid for with the start of the agreement. No clause on the service agreement stating that one will be penalized for “early cancelation” and why have a form for 30-day notice of cancelation. Also, no mentioning of penalties should you do cancel on this form. Meaning even if you do not receive any service from ADT for the period the alarm/ panic unit is not working, you still need to pay a service fee. They are the only people allowed to work on the units and take some time to get there. Then having issues with the quotes as a lot of people complain on Hellopeter, and still in many cases overcharge people as they see fit. I can only wonder how long they will still be in business.
WG
WALTER G's update18 Feb 2026, 13:00
Reviewer Update
Still no response from ADT. I have contacted the consumer council of South Africa, as per them this all must be reported to Psira. I have contacted Pisra and they have asked that I send them an email and they will investigate the matter further.