ADT

As an ADT Home Security customer for nearly two years, I wanted to share my personal experience in hopes that it helps others understand what *** encountered.
I entered into two separate five-year agreements with ADT Home Security: one for my home security monitoring service and a separate retail installment agreement for my home security equipment. At this time, both agreements still have nearly three years remaining on their original terms.
About a year ago, I filed my active Chapter 13 bankruptcy.

Approximately six months ago, the outstanding balance for my home security equipment was added to my Chapter 13 case, and ADT was listed as an unsecured creditor for that equipment balance. My understanding is that ADT received notice of my Chapter 13 bankruptcy, and I have never been told otherwise.
From that point forward, my experience has been that the billing and collection efforts related to the equipment balance have never stopped. From the time ADT was added as an unsecured creditor through today, I continue to receive bills, invoices, and other communications regarding the equipment balance while trying to understand how that balance is being handled.
From the beginning, I made it clear that I wanted to continue my ADT Home Security monitoring service. That has never been the issue for me.

Throughout this entire process, my monitoring payments have remained current.
Over the following months, I repeatedly received communications stating that ADTs bankruptcy department was reviewing my account. I documented everything and continued asking questions because I genuinely wanted to understand what was happening.
During those communications, ADTs attorney identified that there were two separate contracts at issue: a service contract for monitoring and a separate retail installment contract for the equipment. That confirmed my understanding of how my account had been established and reinforced why my questions continued to focus on the equipment balance.
During this same period, I lost access to my ADT mobile app and my online ADT billing portal. No one explained why those services became unavailable, which only added to my confusion as I tried to understand the status of my account.
After months of communication, I was eventually told that the reason ADT did not dispute my Chapter 13 bankruptcy was because my account was current when the bankruptcy was filed.

From my perspective, that explanation raised even more questions because there was still an outstanding equipment balance of nearly $3,000 prior to the filing of my chapter 13 case. I continued asking questions because I wanted to understand the basis for what I was being told, but my questions were have not been answered.
As the discussions continued, I was presented with a proposal that, as I understood it, would waive the remaining equipment balance if I agreed to enter into a new 60-month monitoring agreement, however, I was not shown the new 60-month contract when the agreement was offered. My understanding was that this new agreement would have to be entered into outside of my active Chapter 13 bankruptcy plan. From my perspective, this was difficult to understand because I already have an existing five-year monitoring agreement with nearly three years remaining.

Before considering that proposal, I wanted the opportunity to review the actual agreement, not simply a summary of it.
Several weeks have now passed, and despite requesting the proposed agreement for review, I still have not received the actual new proposed 60-month monitoring contract.
Around this same time, ADT stopped automatically drafting my monthly monitoring payment from my bank account. Because I wanted to keep my monitoring service current, I manually submitted the payment myself. Despite doing so, I later received another notice stating that my account was more than four months past due and warning of a possible interruption of monitored security service. This is especially confusing because my monitoring payments have remained current throughout this process, and I have consistently communicated my desire to continue my monitoring service.
Looking back over the past several months, what has been most frustrating has not simply been the account itself.

It has been the overall customer experience.

I have documented everything, asked respectful questions, and genuinely tried to understand what was happening. Instead, I often feel like I am piecing together information from emails, billing notices, account access issues, and ongoing communications while continuing to seek answers to the same questions, yet my questions remain unanswered.
My hope in sharing my experience is to provide other consumers with insight into what I have experienced and to encourage anyone facing a similar situation to document everything, keep copies of all communications, and ask questions until they understand what is happening with their account.

This is a letter of complaint to ADT professionals stating that I was lied to about the length of time I could have a subscription, I was lied to about where flood light cameras could be placed. I started the service in late April, and no one has contacted me to install cameras.

I wanted to cancel the whole thing which I was informed I could do with the first 30 days. Then I was told I couldn't do that even though I still have no cameras. I have had to call in several times just to get information. They had my phone number wrong, so I called in twice to fix that.

This is an ADT sloppy unprofessional way of doing things. I do not believe I should have to pay the remainder of a 36-month contract when I don't even have any cameras. Its been over three weeks and honestly, I have lost all faith in ADT as a company. Plus, I don't want to talk to another pushy salesperson that tells me what I can do and what I cant do.

The door sensor fell off. They did come get the flood light cameras sitting in boxes on my counter, however, [PERSON_NAME] at [PHONE_NUMBER] ex. 126753 never called me back since the beginning of last week. She was supposed to call me the next day...

I went from very excited to very disappointed to angry over the past 3 weeks. I was informed that the free installation was null and void because the flood light cameras wouldnt work for me and a new order for regular cameras would ensue an installation fee. I have never had any cameras installed! So yes, I want to cancel the entire contract because I have been lied to multiple times.

I am a disabled 60-Year-old woman. and in the state of [GEOGRAPHIC_DATA], this is a theft by deception scenario. I have contacted an attorney...

I do not believe bullying an older disabled woman is a good look for this company. Im giving you a chance to make this right with me and cancel the entire order and contract.

Come get your device and two door sensors. That is all I have here.

[PERSON_NAME]

[STREET_ADDRESS][PERSON_NAME]

[PERSON_NAME] [STREET_ADDRESS]

[PHONE_NUMBER]

1.) 1-30-2024: Signed up for the alarm system package.

2.) 5-24-25: Signed up for camera service and began having issues with this service 8 days after enrollment. Camera resolution is usable quality, and audio recording is unrecognizable. The cameras will record for a week, after which they no longer record, and we need to reset our account. We have been calling about this issue monthly since we set up our account with our account representative, ***. Additionally, we need a $1,000.00 refund on some cameras we purchased that we never used due to the problems.

3.) *** assured us that it was due to the system just being set up and that we had gone with the most advanced cameras that ADT offered. So, *** updated the system, and we were assured that going forward, the system issues would be resolved. Nothing ever changed; we just went on wasting time with the cameras randomly not video recording. We waited until the end of the year to try to find a solution, but nothing changed. We never received a termination letter.

4.) 3-11-2026: Called to discuss the reason for my cancellation, and after going through several prompts and after spending over 10 minutes with the automated system, I spoke with a representative who informed me that I would need to call another number since I have an Informix. I called the number that I was given, and the automated system that picked up the call recognized that I had just called, so the agent sent me back to the original number I had called. On this same day, I contacted our original account manager, ***, and he actually quit the company because he could not deal morally with the way customers are treated. He stated that his manager had actually quit also, so he gave us the number for the new regional managers to contact. We are tired of wasting time and getting nowhere with this company, so we are hoping that you can help us recover our service costs with this company as we have gone elsewhere. Thank you for your time. Regards,

Desired Outcome/Settlement