Worst service ever - DO NO USE THIS COMPANY

It is a nightmare dealing with ADT Fidelity and it has been since the start of my contract in 2010. Over the years I very rarely received invoices. I phoned numerous times to request it but never received it. I also gave them my email address on numerous occasions. I never knew what to pay. In September 2022 I was told I have thousands of rand in credit and at last my email address was corrected.

I never received and still don't receive notifications of increases and other ad hoc fees. I always just guess and pay extra hoping it will cover it.

I have been struggling to resolve an account issue for 6 months now.

I never received any formal communication about the change over from ADT to Fidelity, only an sms which refers to an email I never received. I continued to make my monthly payments into the bank account I did for 13 years. However, I would receive statements which shows I am in arrears. I checked the website for contact details for accounts. I found none, and emailed *** with proof of payment of my account. I never received any response.

Eventually I received an email from the creditors office 10 weeks after my payments were due (which were made) demanding payment. I referred them to my proof of payment and they indicated that they will " speak to national to transfer the payment from their side".

I queried whether the bank account details have been changed and requested proof thereof. I was then sent a welcome letter which do not refer to any bank account detail change nor did it contain new bank details. This consultant did nothing to resolve the issue (I have all the names and reference numbers).

I again requested confirmation that bank details have changed with the new bank details in an encrypted file. Eventually the matter was handed over to the legal department who threatened me even though I have been paying. They at least furnished me with the new bank details. However, they then struggled with "Central" to get the payments transferred who advise that they had received payment but didn't know when they will be able to transfer it to the new bank account.

Eventually in December Central transfer it but it is not an amount that ties up to the payments I made and I have been told that I still owe an amount even though I have been paying every month. I have asked for a statement to reconcile the payments made and the deductions against it so that I can pay anything owing but this has not been forthcoming.

I have in excess of 50 emails on this matter to try and resolve it and have on numerous occasions requested to deal with a more senior person to solve this.

I have complained on the FB page but they also just send me in circles.

I also now see that my service fee from January is suddenly higher, that is after there was already an increase in Aug 2023 without any explanation. Surely we can't have 2 increases in less than a year?

I don't live at the property to which this contract relates. We never had calls from Fidelity when it is loadshedding until about Oct last year. Now suddenly we get a call every time the power is off. That makes me wonder about the service from the previous 10 years when we never got a call, obviously there was actually no service.

We have also now contacted Fidelity multiple times about a back up battery for loadshedding with no luck, the service people just never respond.

I have also tried calling to resolve my issues but no one ever answers.

The service is just appalling on all fronts. I have not had a single good experience with the company and will be cancelling my contract.