Business ProfileforThe Monitoring Center

I am disputing a guard dispatch charge deducted from my bank account on July 11th. The Monitoring Center did not notify me of the charge nor, did they not send me a copy of their invoice until I proceeded with my inquiry on July 21st. On Jun 28th, we accidentally tripped our home alarm and it was immediately turned off. I contacted TMC to advise them of the false alarm while unknowing their representative was on the phone with my husband at the same time. The rep upon speaking with my husband asked if they needed to dispatch police/guard services as they tried calling our home, to which my husband replied that he was at work and did not know what was happening. Dispatch said "we need to know sir" at which point MY call was coming thru on the other line and she said "your home line is calling." I spoke with dispatch and told them NO CALL was made at the premise and, the reason for MY call was to advise them of the false alarm. She then proceeded to ask if she should cancel the guard service and i said YES! Keep in mind this all happened within a few short minutes. My issues are as follows: -The timing between the alarm trip/immediate shut off/and notification did not warrant dispatch services. Especially when the TMC rep was trying to obtain authorization on one line with my husband, whilst i was on the other line calling in the false alarm to THEN be asked about canceling guard services? -contract indicates we are allowed 2 free dispatch calls (confirmed with York Region Police) -funds taken from my bank account with NO written notice of the impending charge and, no invoice sent until my inquiry was initiated While I appreciate their TMC's role is to protect their customers but, i think some grace should have been granted given the timing of this whole scenario. If policies change, customers should receive written notice. Furthermore, a customer should be advised if payments are going to be taken from their bank account and not arbitrarily taken.