Miami, Florida
Not resolved
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My wife made a typo when paying our bill to ADT instead of sending them $39.73 she sent them $3973.00. Yes way more than it should have been. To make it worse the payment cleared my bank 8 days ago and it still has not been posted to my account. Imagine how I feel knowing when they have all my money but my account still shows a balance due. It would be one thing if my account showed a credit balance for the difference but it shows as if they received nothing. We went to our bank and sent them proof that the already had our money AS THEY REQUESTED but still to this date they have not posted the funds to our account. They say their research dept is looking into it and it could take up to 30 days to get it resolved. We have made numerous phone calls and sent numerous emails to the people they told us to send all the documentation to but have yet to get a email response confirming they have post the payment to our account or even that they received our emails. We have been a customer of theirs according to their records since 2001. NOW THAT WHAT I CALL CUSTOMER SERVICE......NOT!!!! I want to world to know how messed up this company is and how bad their process and procedures are and how they treat a customer once they owe you money. God forbid you owe them money. We counted on them to protect us from burglars but we can not trust them to protect our money and fix a simple mistake

SEE ATTACHED EMAIL THEY RECEIVED FROM MY WIFE BELOW AND STILL NO RESPONSE. I also attached a copy of the proof they receive our money from our bank.

Subject: Account 615599

November 18, 2014

UPDATE:This is to advise you that I just visited my back and obtained a bank stamp for the check that has been cashed by ADT.

Please advise as soon as possible to status of my refund for the over payment of $3,933.27.

Here is my original email.Hi,

On the week on November 10, 2014 we cancelled our account with ADT and was advised that there was a 30 day notice, so as of Dec 3, 2014 my account listed below will be cancelled. I then spoke with the agent and was advised that my balance at that time would be $39.73 instead of 115.37 that is listed on my statement. I then went to my on line banking and scheduled the payment but accidentally entered $3,973.00. I have attached (see above) a print out of the bank statement showing that the check was cashed by ADT but my account does not show this overage.

Can you please research and determine where the payment had been applied to. I do understand that speaking to your account representative supervisor that it could take a few days to post.

I am very upset at this mistake I made and hope to get it resolved as soon as possible. Please feel free to reach me at this email address or by phone at 305 406 5814 (work) 305 978 3927 (cell).

I am also in the process of going to my bank (Bank of America) and obtain additional verification that the check was cashed by ADT and will sent it in ASAP.

Account Information:Steve P Gory510 NE 107 StreetMiami Florida 33161

Cindy GorySystem Support SupervisorCarnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 | p: 305.406.5814 | f: 305.406.8672 | e: cgory@carnival.com

Cindy GorySystem Support SupervisorCarnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 | p: 305.406.5814 | f: 305.406.8672 | e: cgory@carnival.com

From: Gory, Cindy (CCL) Sent: Tuesday, November 18, 2014 9:47 AMTo: Gory, Cindy (CCL)Subject: Attached Image

Reason of review: Problems with payment.

Monetary Loss: $3933.

Preferred solution: Full refund.

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