ADT Security Services / charges for services sold as included
I received an invoice today # [protected] in the amount of $12.83. When this system was installed I was informed by the technician that I would be able to look on the internet and see which user number had accessed the alarm system enabling it or disabling it and on what date and time. He said this was an optional service that was included with my monthly ADT fee.
On Feb 26, 2009 I called and asked about how to enable this feature and the person I spoke with on the phone led me through the procedure for enrolling on the internet. He said a technician would stop by and would activate the feature on my keypad at no charge as it would only take 5 minutes. The technician showed up about ten minutes later and I was surprised to see him. He said it would just take a minute to activate the feature and he was in the area.
I asked him if there were any charges for this feature. He said that the only time there would be a charge would be when I actually got on the internet and used the feature. He said that then there would be a one time charge each time I actually used the feature. He also said that if I did not look it up on the internet I could call in and the representative on the phone could give me the information I need verbally at no charge. He said to call the local office to verify this. I called the local office and had a hell of a time getting past the recorded options menu to speak with a live representative. The person I spoke to was not sure about the charges and said she would have someone call me back.
Someone called me yesterday and informed me that there was a monthly charge of $11.00 to have this feature, whether or not I used it. I told him that the technician told me that it was included in my monthly monitoring fee. He said the technician was wrong.
I told him that if it involved a fee of $11.00 per month for a service that I would very seldom use then I did not want it. He said no problem that he would cancel the service immediately. He did not say anything about having to send anything to anyone in writing..
I spoke to another billing representative when I received this invoice today, who said that If I wanted to have the service canceled that I had to mail or fax a letter to you saying so. I asked about having the charges removed as I was not informed about this monthly charge and had never used the service. She refused. I told her that if she refused to remove the charges of which I had never been informed then I would do the same and refuse to pay the invoice. That is where we stand today.
It is very unprofessional of a company as large as TYCO/ADT to basically trick a customer into signing up for a service under the premise that it is free only to tell him after the service is activated that there is a monthly charge. Yes we are all having financial difficulties at this time due to the economy but this is a very low and cheap way of increasing your revenue.
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