ADT Security Services review: Bureaucratic theft

First, I have Blue By ADT (previously LifeShield apparently). I've never had an issue with the monitorting service. Always courteous and prompt. On 06/24/2025, that promptness really showed when I got a call from ADT that they'd received a fire alarm from my residence. In short, Inside was a totally loss, house had to be gutted. I called ADT the next day or so, requested to suspend service as the mitigation and contractor stated it would be March before we could move back in. The ADT rep was very empathethic. She said she'd take care of the suspension and credtied 3 months as a courtesy. Wow, that awesome! July rolls by, no autodraft. Cool, it's suspended. By September/October, noticed that the autodraft started back. I called ADT was told my account was in collections and the rep can't see anything further because of collections status. Ummm... I'm calling because my account is still being drafted for what should be suspended service. I could get no where with the rep, so just called again after we hung up. Same thing. Okay, is this the twilight zone? What is happening? You know what, the autodrafts are offset by the 3 credits and since it's in collections, that means I won't be autodrafted anymore. Whatever. All good. Next month comes and goes, wtf!?! Autodrafted again! Back on the phone (multiple failed attempts): put you on hold til you hang up, transfer you and you're disconnected, "sorry, I'm ADT Plus, can't see Blue", "sorry, I'm ADT, can't see Blue". I tried emailing support, no response. It's $40+ per month, I have to speak to someone. Fast forward, finally got to someone after the usual transfer hell. She says no problem, we can credit the six months and remove the autodraft. But you'll need to call next month for another credit because we can't suspend the account. REEALLY! Why did the noone else ever mention this? Well, okay, don't mind calling back if you can gie me the direct number to Blue by ADT. Her response, "no problem, but I need to transfer you as I can't credit more than a couple of months". Sure, not a problem, thanks.

The next rep was said to be a manager/billing specialist. Basically, offered me to upgrade and can only give 2 months of credit. Nothing else can be done because the charges are valid: "you should have cancelled in June", "you signed the aggreement which states you are liable for services whether you use it or not". Even after explaining I called in June and was nevr told the only option was to cancel, there was no suspending. Are there no notes on my account? She replied "it's unfortunate you were misinformed, but since you didn't cancel in June... ". I'll spare some of the other details as this is already long, but I requested a number for corporate and my account number (I repeated both back to her for accuracy) to which she gave me a number that put me right back in transfer hell. An hour later, got someone that said there is no corporate number they have to give and the account number is not valid. There's only an address, and he said I can write them a letter.