ADT Security Services

ADT has [censored]TY SERVICE! I am a 14-year customer, and resident, who transferred my ADT service to a new home in Nov 2019. The monthly monitoring was $42.99. Around 8/25 I called to add 2 cameras and 1 doorbell camera to increase my charge to $10.26 x 60 mos. for the equipment and $57.99 for the monitoring. 1st Lie: I was told the cameras came with horns so I can speak to people. Only the doorbell does this. 2nd LIE: I was told to pay the first $10.26 installment to the technician on 8/28 when Tori installed the cameras. 3rd Lie: I was told ADT would cancel out old contract and create a new one with the upgrades. I do not have horns, Tori did not take a pymt, and ADT never updated my account adding the cameras. On 8/28 Nate in billing said I had to pay $10.26 over the phone to activate my new contract. I had to call back because Nate not only took my $10.26 pymt. over the phone, ADT took an additional $10.26 from my bank and charged me a prorated $36.72. I asked Nate would there be any additional charges besides the $10.26 and he lied and said No! I had to call back AGAIN and speak to a clueless Sade. She told me I would get a credit for $10.26 by mail in a paper check in 10 days and how I was still on the old contract for $42.99. Lie #4! The refund came by direct deposit, not by mail, and it took 16 days! Sade transferred me to the Acct. Mgmt. & Loyalty Dept. where I spoke with a Denise who claimed she fixed my account and I would be charged a $10.26 debit (cameras) & $57.99 debit (monitoring) effective 9/28 and moving forward. This was Lie #5! Today is 9/30/20 and there is NO debit. I called Heather in billing at ADT and she could not even find a record I had an account with ADT once again. [censored]! I told her I cannot believe how ignorant they all are and I am just about ready for them to come get all this [censored] equipment and kiss my [censored]! ADT has the WORST billing dept in the world! Heather transferred me to her Supervisor Ashley Cooper in Dallas, TX, Employee ID #1180367 who CLAIMS that now I am supposedly paid up! WTF? She said I had some hidden credit of $10.26 that ADT billed to my account on 9/28 for the equipment and I have to manually pay $60.19 on 10/16/2020. I logged onto MyADT.com it says $60.19 was due on9/29/20. I asked her about the 9/28 charges I was told I would have and she saw no record of those. Ashley sent me a screenshot from her computer to prove my payment was not due until 10/16/20 and verified over the phone I did not have a pymt due ON 9/29/2020 when the computer clearly showed I did. She also stated I had to manually log on MyADT.com and pay the $60.19 and I told her refuse to this because last time I paid $10.26 over the phone with Nate ADT took another $10.26 manually. I fear the same will happen with the $60.19. I asked her how in the hell was I supposed to know they would not debit my payments on 9/28 when Denise and all the other freaking people I spoke to verified they would? Your billing department's miscommunication with your customers is beyond unacceptable! Now my payment is unexplainably pushed back from 9/28/20 back to 10/16/20 without notice? If I didn't call how would I have known? Ashley told me she would defend the 10/16/20 due date for the $60.19 and gave me her Employee ID number I mentioned above. She also said our call was recorded so go check her call log to Fasika Montalvo at 5220 Blanco Drive, Bakersfield, CA 93307 on for 9/30/20. My concern? I hate ADT! I fear I will find out Ashley was wrong too and I will have to [censored]ing call again! I will be pissed and ready to cancel for good if I find out ADT will charge me $60.19 for 9/28 and on 10/28. Ashley told me after I "manually" pay $60.19 on 10/16/20 my next pymts will be debited on 11/28 for $10.26 and $57.99 and the these 2 pymts on the 28th of every month moving forward. Until I see this on my end in the MyADT.com account I don't believe a damn thing your untrained lying [censored] staff tells me over the phone. I was told my account was fixed by 2 other supervisors and other customer service reps before but as of today everything is still [censored]ed up! I don't understand why someone cannot go in and cancel this screwed up contract and start the billing from scratch with the proper amounts using an override. I have an electronic contract that I signed by email showing my debits are $10.26 and $57.99 but ADT cannot not carry out this agreement on its end! And if you log into my account you will see a hack job of debits and credits leaving me pymt balances that don't add up my account is STILL under the [censored]ing old contract! Ashley said the $57.99 monitoring fee will NOW take effect on 11/28 but I was promised by everyone else before her it would take place on 9/28. And how did we skip 10/28 debits all of a sudden? Do you see how insane all of this sounds? If you listen to our call I told her that ADT needs to hire a loss prevention team to go in and review all new contracts to verify and confirm they are inputted into the system correctly and if the account is an add on, verify that the old contact makes a smooth transition over to the new account with no hiccups in the billing. CLEARLY this is not happening and I wonder how many other customers are calling in like myself? My account was perfectly fine until I decided to upgrade with cameras. Now I have to be punished as my account fell through the crack, then was accidently deleted, and then all the info had to be manually entered again and NO ONE verified to make sure the system accepted the entries! A complete clusterfuck one after the other of people who are poorly trained including your supervisors! The amount of time I spent calling back numerous times and being placed on ETERNAL hold and dealing with this nightmare has been in excess of 3+ hours combined! I have more than paid for the camera equipment just from my frustration! I want to file a complaint against Tori the technician because everything seems to say it is her fault. She did a [censored]ty job and they had to ask them send out another technician the next day because my doorbell rang all day after her install and there was no one there. They said Tori never canceled the old contract so everything was screwed from there. Obviously, your employees are good at pointing fingers and snitching on everyone so I am here to report everyone's [censored] involved in my install/billing misery! I don't even know if anyone will get this complaint but I am so beyond pissed that I don't have the energy to speak to anyone on the phone. I simply want someone to fix my [censored]ing account! How hard can this be? From Nov 2019 through Aug 2020 my billing was so smooth with $42.99 a month and now everything is [censored]ed up and now your ADT billing department is trying to piece meal a bunch of manual payments on random due dates! I cannot function like this and NEED SOMEONE IN COMMAND TO STEP IN AND TAKE OVER! I have spoken to several ADT supervisors who guaranteed me the problem was fixed so here we are! From Aug 28, 2020 to now Sept 30, 2020 I have been dealing with this [censored]ing nightmare and I NEED SOMEONE TO PLEASE FIX THE BILLING ON MY ACCOUNT BEFORE I CANCEL AND FILE A COMPLAINT WITH THE BBB. I can be reached at [protected].