ADT Security nightmare - has anyone else experienced this??

TP123 · Post by **TP123** » Mon May 10, 2010 11:39 am

In February our phone was cut off (after weeks of phone issues with Sky where we could not receive calls). When I asked why the phone was cut off they said that our phone bill for that month (Feb) was Â£1700.

After a few days we discovered that this was the fault of the ADT alarm we had installed a few months prior (With which we have HUGE issues). Basically the alarm had been calling out to ADT 70 times per minute; every minute, hour, day for 30 days.

I called ADT to get it sorted. The lady i spoke to was good, responsive and said I should receive a cheque in 3 weeks. This was in mid March.

I still have not received the cheque; Sky have taken their payment and I am left being signficantly overdrawn.

I am so sick of it and lost on what to do next. To make matters worse, I am paying Â£20 per month for ADT - for an alarm that doesnt work and one which i refuse to reactivate until i receive the payment.

Any advice? I am exhausted from this whole experience and just want to bury my head in the sand - but also angry and want all this to go away.

T.i.p.s.y · Post by **T.i.p.s.y** » Mon May 10, 2010 11:54 am

This is awful. I suggest trying to get hold of Watchdog and taking your case to them!

PB Mum · Post by **PB Mum** » Mon May 10, 2010 11:55 am

We had a similar problem with the phone / alarm , not shortly after installation, but some while subsequently, when the alarm developed a fault (outside guarantee), and I only picked this up on the 'phone bill (not quite as high as yours...). As this presumably dates from the installation (phone bill will confirm), ADT ought to be liable. I would call them back (making a note of the person you speak to), find out 1) when they are going to refund you and 2) when they are going to fix the alarm. Ask for a fax number, along with senior manager's name, and write to them without delay, holding them liable for all costs etc.

yoyo123 · Post by **yoyo123** » Mon May 10, 2010 12:33 pm

Go to the Citizens advice bureau, they will be able to advise you wht to do next. In the meantime try and keep as much written evidence as possible and if you ring ask for the person's name and record date and time of phone call and what was said.

Good luck

KB · Post by KB » Mon May 10, 2010 12:44 pm

Also tell them that you will be adding overdraft charges to the amount you are claiming from them if you have not received payment within 7 days.

Can you stop the monthly payment to ADT until they fix it?

TP123 · Post by **TP123** » Mon May 10, 2010 12:55 pm

Unfortunately there is a penalty charge for cancelling the direct debit. I hate the fact that I am too busy with work/kids/life to sit and read through all the literature to find out where I am and how to resolve this once and for all. Thats probably what companies like ADT bank on to rip people off.

I have sent an email to the main contact at ADT explaining the urgency and that I will call her tomorrow if she does not get back to me by mail or phone.

Thanks everyone for your advice. Its really helpful to know where to go next if I get no joy tomorrow. I will throw in my next steps plan to the lady to see if she speeds things up - and will definitely ask to speak to her manager.

Unfortunately after tomorrow, I cannot sort this out until next Monday due to work commitments.

KB · Post by KB » Mon May 10, 2010 1:05 pm

If you dont get this sorted this week I would write to them saying that they have failed to provide you with a working system so you have deactiviated it & if they dont sort it out in the next 7 days you will be cancelling the Direct Debit until the system is fixed & that you do not expect to pay the penalty fee in these circumstances.
Send correspondence by recorded delivery.

Just because they put something in a contract it doesn't mean they can enforce it if it is unreasonable. So if the system isn't working from when its installed & they have failed to repair it after a reasonable time it is reasonable for you to give them notice that you will suspend payment until they give you what you are paying for.

Also be worth writing to your bank to let them know you are in dispute wit the company & that you are withdrawing any authorisation for payments to be made to them

First-timer · Post by **First-timer** » Mon May 10, 2010 1:31 pm

Small claims court claim, maybe?

First-timer · Post by **First-timer** » Mon May 10, 2010 1:34 pm

Just had a thought - you might want to check your contents insurance is still valid. Your premium may be based on the fact you have a maintained alarm system. If anything happens and it can be shown you knew it wasn't working you may be on a sticky wicket.