ADT Security Services review: Refusal to cancel my account, and continued fraudulent billing.

I have been receiving statements since December 2023 marked “Your payment is past due”, showing accumulating dues to ADT, and with threatening messages advising me to make payment arrangements to avoid “Disconnection of services”, “Applicable termination charges”, “Placement with a collection agency”, “Potential negative credit bureau reporting”, etc..

I signed up for an ADT alarm system in December 2018, paying $57.33/mo. At the time, I was given the impression that I was agreeing to a 3-year service contract. However, when I tried to cancel my account in Feb 2021, I found out that there had been only a 1-year commitment, but that my monthly bill could be reduced to $36.13/month if I retained the service. I accepted. However, after about 9 months, ADT unilaterally increased the bill to $68.19/mo – WITHOUT INFORMING ME, while I was apparently NOT under any contractual commitment. I maintained a credit card on my account for direct payments, so this was done without making me aware of the change.

On Oct 23, 2022, I called ADT to query this change, and was told my bill could be reduced to about $55.56/month if I accepted a contract for 1 year of service, but it was a 1-time, take-it-or-leave-it offer. Having no time to consider it, I accepted.

In September and October 2023, I was seeing advertisements online for other security services offering lower rates. I reconfirmed with ADT’s customer service that my contract term was going to expire on Nov 30, 2023, and asked if any reduction in cost was possible if I retained my account, but they declined.

On Aug 11, 2023, I purchased and installed a security system from another provider.

On Nov 30, 2023, I cancelled my ADT service and disconnected ALL the equipment that had been provided by ADT. The representative I spoke with (“Diamond”) removed my credit card number from my ADT account so no further payments could be charged. I was given a confirmation number for the disconnection and told I could dispose of ADT’s equipment.

“Diamond” then transferred my call to “Account Management”, but I was put on hold for some 25 minutes, after which the call dropped. I called back, again with the same result.

ADT has since then continued to bill me for non-existent service, fully knowing there is no connection or service to my home. I called ADT to resolve this on December 18, 2023 at 1823 hrs. and spoke with rep “Conroy”. He also confirmed my account was cancelled as of Nov 30, ‘23, and then transferred my call to “Account Management”. I was put on hold for 35 minutes, at which time the call dropped. I called back again a couple of days later and went through the same charade again ~ this is obviously the “black hole” for customers who are trying to terminate their relationship with a virus.

I have sent two written notes requesting termination of these statements to the billing department. I also made another attempt earlier this year with another Customer Service agent, and he said I should speak to “Account Management” I advised him that my account was canceled by “Diamond” on Nov 30, 2023, and if THEY need to speak with me, they have my contact info and can call me.

I have not heard from anyone at ADT to date.