Two Years No Service. No Responsibility Taken by Fidelity ADT.

I'm writing this on behalf of my parents, as part of an ongoing 'saga' whereby Fidelity ADT and their Atlantic Seaboard Manager, Vivian Alexander, have resorted to age-old commercial bullying tactics in order to shirk financial responsibility for lack of service provided to my parents account in Melkbosstrand, Cape Town.

We have been clients of Fidelitty ADT for the past 16 years. As of October/November 2023 I, their son, assumed assistance of my parents financials as they move into retirement. With this responsibility I picked up irregularities with their account with Fidelity ADT:

1. Incorrect home address on statement, and general Fidelity ADT System (which took over four phone calls to rectify, each time being assured that it was updated). 2. Lack of connection to ADT services since October 2021 after my parents cancelled their Telkom line, with zero communication of this line being the link used by Fidelity ADT from our home security system to their control room. This was also picked up after I made enquiries to Fidelity ADT regarding the entire account, with no previous communication having been made to my parents that they were not linked to the Fidelity ADT security team.

Subsequent to this we have had countless communications with Fidelity ADT regarding the matter, including two months of "waiting" for responses from them, including a response from a telephonic agent from Fidelity ADT to our question as to why no communication was received to alert us that the system has been "down", only to receive the response that "Fidelity ADT cannot cover all of their clients as we have too many clients on our database".

The last communications being that Vivian Alexander, on recommendation from their "technical team", will not be taking any responsibility for their system being down as it was up to my parents to notify them of their own system being down.

If you are reading this and a Fidelity ADT client I would politely suggest you confirm your security system's status with Fidelity ADT as they don't have the capabilities nor capacity to support the services they promote.

A truly ********* service provider.