Krishnan Ramanathan is being double-billed for his home security system. Should he just stop paying it?
Question: About two months back, we moved to a new residence. Our ADT residential security service is in my wife’s name, although I handle most of the activities, including payments. We called ADT before our move and scheduled an appointment (incidentally on the same day that we moved into our new home). The sales rep who met us told us that since we have been longtime ADT customers (about 7 years), the installation, activation etc. would be free of charge and I just had to pay the monthly charges.
Meanwhile in our previous home, we had been making semi-annual payments and the sales rep told us that our first statement would be adjusted based on past payments. The actual service activation for our new home was not until a month after we moved in, since they couldn’t find any earlier day that was convenient to us.
The installation and activation went smoothly until we received our first statement and discovered that the past payment was not adjusted. So I called ADT billing and after almost a hour of being moved around between the billing, move, and new customer activation departments, I was finally curtly told that since the account was in my wife’s name, she would have to call in to make any changes to the same.