Warning to Consumers - Poor Communication and Legal Threats from Fidelity ADT After 20+ Years of Loyalty

I feel compelled to share my recent and very disappointing experience with Fidelity ADT, a company my husband and I have supported loyally for over 20 years — long before their merger. In May 2025, we formally cancelled our services with Fidelity ADT. We ensured everything was in order and expected a smooth closure of our account, especially after being long-standing clients who had never missed a single payment in over two decades. However, to our shock and dismay, we received a text message today (3 September 2025) — not even a phone call or email — from an attorney advising that we had been handed over for legal collection of an amount of R823.99. This is the first and only communication we’ve received regarding this amount. At no point were we ever contacted by Fidelity ADT to inform us of any outstanding balance. This kind of behavior is unacceptable — especially from a company that: Has had a relationship with us for more than 20 years, Has all our contact details and email addresses, Chose to escalate directly to legal action without making any effort to communicate with us directly beforehand. It feels like once you are no longer a paying customer, your history and loyalty mean nothing. I’m posting this to warn others to be extremely vigilant when dealing with Fidelity ADT — especially when cancelling services. Make sure you get every confirmation in writing, and don’t assume that they will act in good faith or communicate clearly. This experience has left a bitter taste, and I would strongly urge anyone considering their services to think twice.