My husband lost his job in September 2011 and I have been in contact with ADT telephonically and mostly via e-mail to explain the difficult financial situation that we are in. They tried to accomodate us with a lower monthly premium but we still found this hard to pay. In March 2012 I asked them to terminate our contract as we simply could not make the payments. After several e-mails and calls, I was told in November 2012 that my e-mails were not valid termination instructions and that we should write a letter. We have been billed for all these months even though we did not use the alarm system.
Surely we could have been told in March already that we should write a letter. In fact the person that I dealt with in March apparently left ADT's employment - it seems our query was lost when that person left.
Charging us for all these months caused debit orders to return so for every premium charged, R50 debit order charges have accumulated as well.
So basically we have paid for 7 months premiums and bank charges when we simply wanted our contract ended.
We have received no further assistance - our hope is that at least some of the arrear account can be written off.
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