Unacceptable service

I have been a client of ADT for over 12 to 13 years. This year I called the call center to cancel my month to month contract because I didn't receive the proper service ( when my alarm was activated then the call out person would leave a note on my gate saying vicious dogs.) I live in a sub divided property and all you can see is my driveway and not the house, so it troubled me that I would pay for a service and ADT would not even jump over the gate to see what's going on.

A few days later the Manager called me and said that he drove out to my premises and he understands my frustration and that he will give me a lock for my gate that costs R1000+ so that when my alarms goes off the security officer will have a set of keys to enter my promises. I also asked for the debit order to be changed to my account and not my husband's account.

He said no problem he will send someone out to make the changes. Not long after that Jannie contacted me and we set up a date for him to come out. During my wait for Jannie ADT sent the security officer with my lock and they also put on new ADT boards on my gate.

In the same week of me meeting Jannie I received a sms from ADT saying that the next 3 months will be free. When Jannie came over I couldn't just change the debit order instructions, I had to sign a new month to month contract. I showed him the message and he said that it is for new customers which didn't make sense because it is false advertising.

Anyway ADT debited my husband's acc once again after me changing everything and I informed Jannie what had happened. He then investigated for me and the necessary changes were made.

I August I went on a holiday and ADT my alarm went off. ADT called me and I said that they should send a security officer to have a look. Not long after that I received a call saying that they cannot gain access to my property due to vicious dogs. I was in shock because that was the whole reason for getting a lock from ADT.

I called Jannie when I was back from my holiday and explained to him what had taken place. He said not to worry he will sort it out. Then in the month October my husband's account was debited for R390 and so was my account. I have sent a message to Jannie and he said Gareth will call me.

I have sent follow up messages to Jannie and even asked for his managers number and he hasn't responded. Now the question I asked myself, is this service I am paying for?

I need urgent resolution to this problem and would appreciate it if a manager could call me.