Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,859 total complaints in the last 3 years.
- 3,646 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since October, Ive noticed that the automatic payments to my ADT account have unexpectedly stopped. When I finally decided to contact ADT, I found out that my account no longer exists and all my information has been erased, despite being a customer for three years. After speaking with an agent for nearly an hour, we discovered that my account was taken over by an individual residing at an address similar to mine. The individuals address is ****************************************************************************. The agent tried to reach out to the current account holder, but she refused to cooperate. To cut a long story short, my address, **************************************************************, is now registered under the name ***************************, who does not ***********. This is beginning to appear fraudulent, and ADT being a security company is not taking this seriously. My services have been disrupted due to ADT registering a different individual at my residence, and I need this issue to be resolved. So far, no one has been able to assist me, and this situation needs to be rectified.
Business Response
Date: 03/15/2024
Upon review of the account, we did find that **************** had his account erroneously cancelled due to the similarity in his address with another resident of his neighborhood who shared the same home number of 1223 and also lived on a street with ******* in the name. In order to correct this error, ADT contacted **************** and scheduled an appointment at no cost to him to have a technician physically come to his home and reactivate his services.The appointment was completed on 3/15/24. **************** had his account reinstated with no penalty. As a sign of goodwill towards the customer and to apologize for the error, ********************** placed a 3 month credit on the account in the amount of $136.35. The customer appreciated our response and resolution and accepted the credit.Customer Answer
Date: 03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have cancelled our service with this company and removed my credit card from their billing system. They are charging my credit card (******* on the phone lied to my wife about removing it two weeks ago). My wife asked them to send a final bill so it could be paid it at a later, but reasonable, time. Because of ADT's negligent and deceptive actions, my card in now over limit, and I am unable to use it for food or other essential items. Please help immediately. Thank you!Business Response
Date: 03/22/2024
ADT took payment for the remaining installment loan balance,per the contract terms. The customer was advised that this amount would not be refunded. As a goodwill, ADT has waived the early contract termination charges.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called ADT on 3/8/2024 to inquire about costs, equipment, etc. Was told by the sales person (******) that the 11 window sensors and 2 installed door sensors that I currently have in my home from Vivant would not have to be replaced, as well as the wireless fire alarm currently installed. He also mentioned that any panel upgrades in the future would also include camera upgrades if the panel upgrade did not upgrade the camera's.On 3/11/2024, an ADT tech arrived for installation. When I asked about the above (sensors and item replacements) he said that none of that was true and that I would have to buy all new sensors to include fire alarm as well, costing me a considerable amount of money. In other words, the salesman outright lied to me just to get the business.I cancelled the order with the tech and also asked if the service charge would still be deducted on my previously **** card that I had to provide the salesman with, and he stated that he was not sure.ADT lied to me back in 2019 when I discontinued their service after 10 years of business. I see they still do in order to get that commission thinking that the customer will never complainBusiness Response
Date: 03/12/2024
We have sent a coaching on the sales representative that spoke with ******************. We reviewed the call from 3/8/2024 and the agent did incorrectly advised ****************** that the existing sensors from Vivant could be reused with the new ADT system.
No payments have been taken out for the cancelled install order. We sincerely apologize that ****************** was given misinformation about the install that was supposed to take place on 3/11/2024.Customer Answer
Date: 03/12/2024
The individual concerned (the sales rep that I dealt with) is ***********************, Rep ** Number ******. I only had his first name when I filed the complaint and this is now updated to his full name and ** NumberCustomer Answer
Date: 03/12/2024
Complaint: 21418226
The individual concerned (the sales rep that I dealt with) is ***********************, Rep ** Number ******. I only had his first name when I filed the complaint and this is now updated to his full name and ** Number
Sincerely,
*****************************Business Response
Date: 03/13/2024
We have sent over the sales call that took place between ************* and ****************** to **************** supervisor and will be addressed.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started ADT in 2022, after 5 year separation due to dissatisfaction with large costs for move, which led me to pay out my contract. I had urgent home security needs but also knew I would be moving in 2023; I didn't want the same prior experience. I was assured it wouldn't be an issue. I entered a new contract, as a result of those assurances. In 2023, as anticipated, I moved. I called in for relocation. The rep took my new address and gave me an installation date. Everything seemed seamless. I was told there were no costs since I was relocating. During a reminder call, I'm told I owe a *************** is a large balance on my acct. I am told that rep canceled my prior contract, issued me a new one and I owed fees. The rep I spoke to stated if I was solely needing a relocation, the process was done incorrectly. He removed the new contract & transferred me to another rep. ** 3-4 subsequent calls, there were 3-4 more new contracts - continuing to tell me they were "getting me a better deal." Each time I asked for a manager & didn't get one. The last agent advises me that I have a balance from my prior contract, in order for that to be removed I needed to enter a new contract. I do so, for 1 year, after explaining I no longer trust the company. That contract was executed, autopay was in effect, 2 months later I begin receiving calls for a prior balance, I asked to speak with a manager but never connected. Last month I received an alert that ADT sent me to collections. I called in and now being told I never needed to enter a new contract I should've been provided the option to pay out my old contract. ADT added collections reporting, never honored my requests to speak with a manager, never sent me any notices. Their practices created new charges and balances and their reps consistently tried to lock me into new and longer contracts. They're now giving me the run around on correcting the collections reporting and stating I must deal with the collection agency directly.Business Response
Date: 03/15/2024
ADT has connected with Ms. ******** and has agreed to remove a portion of the balance so that she is only responsible for the equipment fee. Additionally, we have removed the account from collections and have requested a retraction letter be sent to the customer.Customer Answer
Date: 06/24/2024
Complaint: 21417629
ADT wrongfully submitted an account to a collection agency and subsequently reported a collection account on my credit report. The account was a prior good standing account; where I was incorrectly charged and subject to deceptive and fraudulent practices when attempting to relocate my services. In attempting to troubleshoot the issues directly with ADT, their representatives stated that I was provided incorrect information on several occasions by their sales reps and that ADT routed billing information to an incorrect address despite my address being updated in their system multiple times and my account being activated at the new address. In a prior BBB complaint about the source issues, I was connected to an ADT corporate rep, we agreed on the resolution to include full removal of the incorrectly reported collection account (full removal not updating the account to paid). I was assured a confirmation letter would follow. Following completion of my steps, the account was solely updated as paid on my credit report - not REMOVED. A paid collection account is still a derogatory filing. The account was solely turned over to collections due to ADTs improper steps and practices. Their representatives continue to provide false information with no pathway for resolution. I am seeking to have the improper reporting fully removed.
Sincerely,
***********************Business Response
Date: 07/01/2024
ADT has reviewed the account and connected with the customer. ********************** had requested the account be removed from collections and the collections team said the letter was sent however we have requested the letter again. The derogatory ****** on the credit report was also requested again and we have been advised it will take some time to be removed and to please allow some extra time due to the process times. In the event the **** has not been removed after 60 days from today, please let ADT know and we provided her with a direct number for our team.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Dec. 2023 my partner, who the account is under, filed a transfer of services to the new house we purchased and closed on Jan. 4th 2024. We requested that our current addresses services be moved to our new home. We also signed a contract stating we would pay a certain amount of money for transfer of services. We gave the square footage of our new home which was what was used to determine equipment amount and thus cost. We were told our service would be transfered from the current address to the new house. A tech came to install new services on Jan. 6th 2024. We had to pay for a bunch more equipment we needed because the contract amount did not quote enough for the home. That itself seemed dishonest, but I guess you don't know until you get to some places what's needed. So we're paying a little more than $1,500 in new equipment not previously quoted and we couldn't use old equipment because ADT now has a partnership with ****** so it all has to be new ****** equipment. It is now March 11th and the services to our previous address have not been turned off so we have been paying for ADT's monitoring for two locations. For the last 2 weeks we have been calling ADT to get the service turned off. They say it's filed, and then we check and it's still on, then we have to submit a new request explaining everything again, how we requested transfer of services in the correct time frame etc. **************** does not understand how to help us. We got escalated to a "Solutions Advisor." He will not answer phone calls or texts. If he does answer, he says that they're working on it or he needs to submit another request, but there is never a resolution. We were told we'd receive back pay credit on the service not turned off, we still have not. In addition our account continues to get charged by ADT after confirming the only left over amounts we would be paying. We just want this fixed. Please just turn off the previous service, stop charging us for service we are not using.Business Response
Date: 03/15/2024
We reached out to the customer and apologized for any frustration or inconvenience endured. After review of the account, we verified with the customer that the old account at ************* is completely closed and there is no active billing or monitoring.We explained that the previous address went out of service on 3/06/24 the day after the new account went active 03/05/2024. We also explained, the previous monthly billing was adjusted and waived off the previous monthly billing for that address, which there is a credit balance on the account for $97.68. After further review, we explained if the sales representative creates a basic package and once the certified professional installer is onsite they may inform if more coverage is needed to secure the home, which at that time the customer has the option to accept or declined the package being changed. We apologized for the sales representative for not providing the additional information of making them aware if the installer sees things different once views the equipment pricing the installer can inform the customer it needs to be changed.We apologized and explained we did send a coaching opportunity to the Sales Representatives Manager to be made aware as well. We also explained, if they received a bill showing additional fees, the fees billed on the account were the early termination fees from the previous address and once the new account was active the fees were waived off. The customer confirmed they did have to pay the remaining equipment financing balance, but we explained and confirmed no other fees are owed. The customer is satisfied with the resolution and is thankful for the call. No further action taken.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT offered month payment of $27.99 every month but actually charging $49.99 plus tax and equipment for $146.99 for 3 months. I wanted to cancel service because it is not what I expected monthly charges that was offered. I detached equipment and return to *********** Office but still charging me cancellation fee. It is also stated 6 months money guarantee, but it is not.Business Response
Date: 03/14/2024
ADT has reviewed ****************** account and finds that she entered into an agreement for 24 months at $47.19 pre-tax. **************** elected to cancel prior to the end of the term. ADT contacted **************** on 3/13/24 and advised her of the balance of contract remaining on her account of $865.87. **************** agreed to settle the account for $400.Customer Answer
Date: 03/22/2024
Complaint: 21417185
I am rejecting this response because:
Sincerely,
***************************Customer Answer
Date: 03/22/2024
I am requesting a refund for the money I paid ADT on January 28 $146.00, February 22 $101.26 and March 14, 2024 $400.00. A total refund I needed is $647.26. Refund back to my ****** Card ending in 7580. That is all I wanted for ADT to do in giving inaccurate information in order to connect with them. All the equipment was return to their office in ADT *********** Office so they should give my money back.Business Response
Date: 03/29/2024
ADT was able to confirm the receipt of Ms. ******* equipment that she turned into ADTs *********** office and is refunding the cost of $440.58. **************** had previously agreed to settle the balance of the contract and monitoring due of $865.87 for $400. No further refunds are due.ADT has advised ****************.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT installed a system less than a week ago, and there is a technical problem with the install. They are saying that I am 2 months past due, so wont send someone out to see if there is a way to fix it. The sensor goes off when I open my wood burner, I cant use the system and heat my house. If that cant be fixed then I cant have a system doing the monitoring. I have to have one that can be switched off locally. I am still in the first week of the contract, I want to back out because the service is not usable for me. The installer knew the kitchen would be an issue, but didnt click that the fire would be too. The sensors are just too sensitive for a remote monitoring situation, and they should have realized this at installation. The system is not operational now, so I dont have a working system. I need help to get them to remove it as soon as possible. Thank you.Business Response
Date: 03/20/2024
ADT is scheduled to come out to the residence on 3/23 to remove the system from the home. Once the equipment has been received ADT may move forward with processing Ms. ******* cancellation and refund any monies due.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 1, 2024 - ADT sent a technician to install my ADT service. I asked the technician why I was not receiving the free $850 of free equipment as was told to me on the phone. He stated they do not do that anymore. I was completed lied to and defrauded and robbed of my money as a week later - I found out they do honor that deal.Business Response
Date: 03/19/2024
We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained we reviewed the recorded call from 02/27/2024 where the customer called into our Sales Team to discuss getting ADT service. During the recorded call, the agent did not promise the customer she would receive $850.00 of free equipment but did inform after the soft credit check the customer qualified for a free doorbell and outdoor camera. The agent also explained that sales promotion was ending that specific date, and the customer did have the option of adding an additional outdoor camera if did not want the doorbell camera. The customer did accept the sales offer of the free ************** Camera and ****** Nest Doorbell Camera.After further review, the customer explained one she accepted the sales package and scheduled the installation she received a flyer in the mail, which once the installer was onsite, she questioned the offer she received and was informed we do not accept it. The customer indicated the offer on the flyer was to receive $850 of free equipment, but the offer was from one of our Authorized Dealer Safe Streets. We apologized and explained, that offer was not directly from ADT Corporate, which the flyer cannot be honored when being offered from another company. We also explained ADT Corporate sales pricing and promotions is totally separate from our Authorized Dealers. As a goodwill courtesy for the inconvenience, we issued a two-month billing credit to take care of the monthly monitoring fees for ***** and May 2024 totaling $127.92. The customer accepted the offer and is satisfied with the resolution.Customer Answer
Date: 03/20/2024
Complaint: 21415632
I am rejecting this response because:I was told by the person on the phone the sales representative that they would send an ADT Authorized provider to my house and that provider would provide additional promotions. When the installer arrived I asked if he was the authorized provider and if he can discuss the promotions. I was told by the installer that ADT does not honor any authorized or direct promotions any longer. I was lied to twice, once by the sales representative and then once again by the ADT installer. At no point was I told the installer was a direct ADT employee and that I could be receiving the discount of $850 by using another installer. I received a flyer in the mail after the installer saying I could get $850 dollars off of equipment. I was shocked I had just been lied to by the installer that they do not do discounts anymore. I was deceived twice into a three year contract where I would be paying $63.96 for three years which totals $2,302.56 for equipment and services. I live in a 55 plus community and I am a senior citizen and I was totally taken advantage of. The woman from corporate who called again lied to my face and said that the sales woman did not say that the ADT authorized provider would be coming to my house and would offer further discounts. At no point was an elderly woman treated with dignity or respect or given full transparency on my payment options. They ran a soft credit check and lied to me on the phone saying they were sending over an authorized dealer and switched it the last minute without telling me to a direct ADT employee. I fear the woman from corporate erased that part where the sales woman told me that because she kept saying she reviewed the tape - how can she not hear what I heard when the sales girl clearly said I will send over an authorized ADT provider who will offer other discounts. When I questioned the employee he said he was the authorized provider ADT sent. I was robbed of money for equipment that I can not afford and defrauded by sales and the installer then again by a woman in corporate who lied again to protect her sales girl by saying the sales girl never said to me she was sending over a authorized ADT provider. Not only is there no transparency in pricing for elderly but they felt compelled to lie to me over and over again and extort the most money they could for the equipment. A contract is only legal if both sides did not commit fraud and by lying to me again and again constitutes fraud and intention to defraud. The two month credit is unacceptable to and so is the way I was lied to and charged double or almost triple for equipment that was available to me for $850 off.
Sincerely,
*************************Business Response
Date: 03/28/2024
As previously stated,after review of the account, we explained we reviewed the recorded call from 02/27/2024 where the customer called into our Sales Team to discuss getting ADT service. During the recorded call, the agent did not promise the customer she would receive $850.00 of free equipment but did inform after the soft credit check the customer qualified for a free doorbell and outdoor camera. The agent also explained that sales promotion was ending that specific date, and the customer did have the option of adding an additional outdoor camera if did not want the doorbell camera. The customer did accept the sales offer of the free ************** Camera and ****** Nest Doorbell Camera. After further review,the customer explained one she accepted the sales package and scheduled the installation she received a flyer in the mail, which once the installer was onsite, she questioned the offer she received and was informed we do not accept it. The customer indicated the offer on the flyer was to receive $850 of free equipment, but the offer was from one of our Authorized Dealer Safe Streets. We apologized and explained, that offer was not directly from ADT Corporate, which the flyer cannot be honored when being offered from another company. We also explained ADT Corporate sales pricing and promotions is totally separate from our Authorized Dealers. As a goodwill courtesy for the inconvenience, we issued a two-month billing credit to take care of the monthly monitoring fees for ***** and May 2024 totaling $127.92. The customer did accept that offer. Again,we do apologize, but we cannot honor sales promotions that are from other companies or ADTs Authorized Dealers.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have been trying to get adt to cancel this acct since jan 2024, have called every month. Either get put into call pool or just get lip service. Have witness to several of these calls as i had my phone on speaker. They won't cancel, just keep telling me that i have to pay for a extra 30 days and then maybe they will cancel it. Finally got next to last call to enter closure date in march 27. 30 minutes later got a call saying they would not canc the account until i had 36 months completed. This acct was started in 05/30/2019, its well past ***************************************************************** feb. Have also gotten the threat that my credit report would be affected if i did not pay.Business Response
Date: 03/13/2024
Upon review of the account, the customer did have the contract cancelled in February, there is a 30 day notice to cancel, as stipulated in our contract. The customer was being charged a pro-rated amount through March for $56.45. In order to de-escalate, ADT agreed to waive that amount. The account is now closed with a zero balance in good standing, the customer is in no danger of going to collections, or his credit being compromised. We informed ****************** by phone, and he accepted and appreciated the resolution.Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cancelled service on 2/7/2024. Contacted and offered deal on 2/9/2024 to fix service issues, replacing 2 sensors in home for free, plus 10/mo monitoring. Was informed Id get a call 3 days later to schedule. No call ever occurred, I had to call in 3 additional times to schedule the service. When the technician arrived, he performed the service and left. When he left, I got an email from adt that was a work order summary. In this summary, there are fields to disclose to the customer and requires customer acknowledgment. The technician filled this out completely on his own, and did not discuss or disclose any paperwork with me. At no point did anyone ever mention a trip charge from the winback department. I attempted to call and get this resolved and was once again bounced around with zero resolution.Business Response
Date: 03/21/2024
We reviewed the account and confirmed that ******************** has the system installed on 4/29/2019.
On 2/15/2024 ******************** called in to cancel the account due to the Co2 device needing to be replaced.
The customer service agent assisted ******************** and offered a discount of $180 for the Co2 device to be changed out. ******************** declined the offer.
The customer service agent submitted the cancel request.
On 2/16/2024 a Win back agent reached out to ******************** to further assist offered to replace the Co2 device at no charge and adjust the monthly rate to $9.99 for 12 months.
********************* accepted the offer. The Win back agent advised ******************** that he will give him a follow up call to get the appointment scheduled for the Co2 to be replaced.
On 2/25/2024 ******************** called in to see why he did not get a call back to get the appointment scheduled for the Co2 device to be added.
The customer service agent assisted ******************** and let him know ****************** was closed and gave him the number to call back for further assist.
On 3/7/2024 ******************** called in to get the appointment scheduled for the Co2 device to be added. The customer service agent assisted ******************* and set a service appointment for 3/11/2024.
On 3/11/2024 the technician went out left notes that the Co2 device was replaced.
On 3/11/2024 ******************** called in about the charge for the service appointment said the appointment was supposed to be no charge requested a refund.
The customer service agent assisted ******************** and provided him with the number to speak with the Win back department for further assist.
******************** reached out to the Win back department requested to be refunded for the service charge.
The customer service agent assisted ******************** and let him know the service charge was not posted to the account to process a refund.
We reached out to ******************** to further assist he mentioned the service charge was unauthorized and wanted to report the technician for signing the work order.
We assisted ******************** and reported the complaint to the technician manager.
We placed a credit of $63.63 on the account to submit a refund for the service charge.
We are waiting for confirmation from ******************** on the payment method for the refund to be processed.
Once we get a response from ******************** we will submit the refund request.
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