Poor service: Fidelity-ADT

We have been customers of Fidelity ADT for many years and they provided a very good service. They came with the house my mother bought in 2004. My mother is now a pensioner and was paying a ridiculous installment, which they lowered when I complained about it. Being 82 and alone at home during the day, I tested a panic button which we got with the house but it didn't work. I asked them to come and test it and was quoted an amount almost equal to joining a new company. Unfortunately, due to other service providers offering better prices and options, we decided to shift to them. On 4 February, I informed ADT via email that I am cancelling the contract with effect from 28 February but unfortunately, the email address was wrong. I also asked them to cancel the debit order seeing that we will be paying the instalment of the new company. After inquiring via telephone why they are not responding to my email, I was told the email address is wrong. I resend the email on 9 February and received two sms messages stating the contract will be cancelled from 1 March 2020.

On 27 February, they still deducted the instalment. Upon enquiry, Mukhethwa Ramaphuma, a Customer Services Coordinator, told me in an email that the contract would only be cancelled at the end of March because my email went to the wrong address and was not received in time to cancel the debit order. I disagreed and attached the sms messages in my email. I received no response and phoned her this morning, but she was busy with a call, so I left a message to phone me back. Not hearing from her, I phoned again before twelve. She stuck to the same story and informed me that I have to give a months’ notice and the sms messages sent to me was a mistake. I realised that she is not listening to me and asked to speak to her supervisor. I held on for a while but was eventually cut off. I then decided to cancel the debit order at the bank, which is going to cost me unnecessary fees. I do not agree with the way they handled the situation and am in a way glad our paths separated. I also do not think I will easily recommend them…