AS
Adt Security
Verified Business
AS
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, ADT Security is facing widespread dissatisfaction across nearly every service touchpoint. Customers describe persistent failures in cancellations, billing disputes, technician follow-through, and emergency response. While isolated agents like Alicia, Nadine Noach, Cameron Simpson and Palasa receive praise, the dominant narrative is one of unreturned calls, unauthorised debits, and slow or absent armed response when it matters most.
TrustIndex
2.4
Ranking
#3
in Home & Business Security
NPS Score
-86
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, ADT Security is facing widespread dissatisfaction across nearly every service touchpoint. Customers describe persistent failures in cancellations, billing disputes, technician follow-through, and emergency response. While isolated agents like Alicia, Nadine Noach, Cameron Simpson and Palasa receive praise, the dominant narrative is one of unreturned calls, unauthorised debits, and slow or absent armed response when it matters most.
The most common complaint about Adt Security, based on Hellopeter's AI analysis of recent customer reviews, is Contracts, Billing & Cancellations. Cancellations are routinely ignored or delayed for months, debit orders continue after termination, and customers report being handed to credit bureaus despite paying. Refunds promised by credit controllers rarely materialise, and annual radio fees are charged after cancellation.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I just want to express my concerns regarding the recent communication I received about the order and call-out response fees associated with my alarm system. I have previously informed your team that my alarm is triggered by power failures, which are beyond my control. It seems unreasonable to hold me accountable for fees incurred due to circumstances that I cannot manage. This situation raises questions about the fairness of the service I am receiving. If I am still responsible for these fees, I find it difficult to understand the value of continuing my service with ADT. I believe that a reliable security system should not penalize customers for events outside their control.
1 reviews | Active since Jan 2020
I just want to express my concerns regarding the recent communication I received about the order and call-out response fees associated with my alarm system. I have previously informed your team that my alarm is triggered by power failures, which are beyond my control. It seems unreasonable to hold me accountable for fees incurred due to circumstances that I cannot manage. This situation raises questions about the fairness of the service I am receiving. If I am still responsible for these fees, I find it difficult to understand the value of continuing my service with ADT. I believe that a reliable security system should not penalize customers for events outside their control.
1 reviews | Active since Jan 2020
Fidelity ADT is full of nonsense. They do not respond to calls not sure if its laziness or lack of professional service naah, but their excuse is that "The wall is high so no access", that time I stay in a complex with an entrance with security guard who can open for them when my alarm goes off/we are in danger. Anyone know any other security company that I good that I can move to? because i have put up with ADT for so long now.
1 reviews | Active since Jan 2020
Fidelity ADT is full of nonsense. They do not respond to calls not sure if its laziness or lack of professional service naah, but their excuse is that "The wall is high so no access", that time I stay in a complex with an entrance with security guard who can open for them when my alarm goes off/we are in danger. Anyone know any other security company that I good that I can move to? because i have put up with ADT for so long now.
1 reviews | Active since Jan 2020
I am extremely unhappy with the service received from ADT. Our alarm system has been completely disconnected and unused for about 1 year and 6 months, including the batteries being removed, yet we constantly receive calls claiming the alarm is going off. Security guards are repeatedly sent to our home unnecessarily, including late at night and on weekends, even though there is no emergency and nobody has pressed the panic button. Today, we contacted ADT to cancel the service. After waiting on hold for 15 minutes, we were told we would receive a callback regarding the cancellation, but nobody has contacted us. Despite this, the calls from ADT continue nonstop. This situation has become extremely frustrating and disruptive. We want the service cancelled immediately and the unnecessary calls and dispatches to stop.
1 reviews | Active since Jan 2020
I am extremely unhappy with the service received from ADT. Our alarm system has been completely disconnected and unused for about 1 year and 6 months, including the batteries being removed, yet we constantly receive calls claiming the alarm is going off. Security guards are repeatedly sent to our home unnecessarily, including late at night and on weekends, even though there is no emergency and nobody has pressed the panic button. Today, we contacted ADT to cancel the service. After waiting on hold for 15 minutes, we were told we would receive a callback regarding the cancellation, but nobody has contacted us. Despite this, the calls from ADT continue nonstop. This situation has become extremely frustrating and disruptive. We want the service cancelled immediately and the unnecessary calls and dispatches to stop.
1 reviews | Active since Jan 2020
CCTV footage from ADT was requested on Monday, 15 May 2026, but to date I have not received any feedback. Phindulo Mabusho, it appears that she, as a manager, also failed to assist in this regard. This is the service we are paying for. It simply means that we will definitely not receive assistance in the event of a major incident, yet the monthly fees are deducted from our bank accounts without fail. I Want all the Debit orders reversed, pls REFUND FROM DAY .
1 reviews | Active since Jan 2020
CCTV footage from ADT was requested on Monday, 15 May 2026, but to date I have not received any feedback. Phindulo Mabusho, it appears that she, as a manager, also failed to assist in this regard. This is the service we are paying for. It simply means that we will definitely not receive assistance in the event of a major incident, yet the monthly fees are deducted from our bank accounts without fail. I Want all the Debit orders reversed, pls REFUND FROM DAY .
1 reviews | Active since Jan 2020
cancelled October 2024. let them debit until i followed up again in 2026 april. Mapule rep**** and i confirmed i want the cancellation processed after she reviewed my premium. no response and to date i am still following up. i was debited on the 20th on an account that does not work. i want all of my funds from 2024 when i cancelled to May 2026 with all the unpaid debits they have been causing me on a none active account.
1 reviews | Active since Jan 2020
cancelled October 2024. let them debit until i followed up again in 2026 april. Mapule rep**** and i confirmed i want the cancellation processed after she reviewed my premium. no response and to date i am still following up. i was debited on the 20th on an account that does not work. i want all of my funds from 2024 when i cancelled to May 2026 with all the unpaid debits they have been causing me on a none active account.
1 reviews | Active since Jan 2020
I wrote an email to ADT regarding ongoing discrepancies and unexplained debit orders on my Fidelity ADT account (MKH01310), which remain unresolved under Ticket E69A0D769001C. Recently, my account was debited with two amounts, R490.00 and an additional R1,963.60 without any clear explanation or breakdown provided. Based on my own analysis of the account history, there were only two missed payments in June and October 2025 due to insufficient funds, both of which were subsequently recovered through catch-up payments, including a double debit processed in December 2025. My regular monthly debit is approximately R490.90, and given that arrears were already settled, the large debit in May 2026 is unjustified and appears to be incorrect. While a previous response confirmed that the December 2025 debit was successfully processed and reflected, no clarity has been given regarding the recent excessive charge. This lack of explanation, coupled with repeated inconsistencies in billing, is unacceptable. I require a detailed reconciliation of my account, including a full breakdown of how the R1,963.60 was calculated, as a matter of urgency.
1 reviews | Active since Jan 2020
I wrote an email to ADT regarding ongoing discrepancies and unexplained debit orders on my Fidelity ADT account (MKH01310), which remain unresolved under Ticket E69A0D769001C. Recently, my account was debited with two amounts, R490.00 and an additional R1,963.60 without any clear explanation or breakdown provided. Based on my own analysis of the account history, there were only two missed payments in June and October 2025 due to insufficient funds, both of which were subsequently recovered through catch-up payments, including a double debit processed in December 2025. My regular monthly debit is approximately R490.90, and given that arrears were already settled, the large debit in May 2026 is unjustified and appears to be incorrect. While a previous response confirmed that the December 2025 debit was successfully processed and reflected, no clarity has been given regarding the recent excessive charge. This lack of explanation, coupled with repeated inconsistencies in billing, is unacceptable. I require a detailed reconciliation of my account, including a full breakdown of how the R1,963.60 was calculated, as a matter of urgency.
1 reviews | Active since Jan 2020
Good day , after logging a complaint on the 4th of May , I was contacted on the 5th of May and they advise that they will send me an email confirming cancellation and date ? Still nothing. The social media officer was more concerned about saying that payment is due in arrears so it will be a full calendar month notice which I again made reference to the term and conditions which she agreed too . Anyway I see why so many people complain about ADT , your billing/accounts operates like it doesn't exist for anything else but to process payment . Considering your charge for services in arrear , your should refund me for the lack of services your provide. I haven’t seen a ADT vehicle or patrol in months and your delay with cancellation so that your can continue to bill clients . FYI : This is my third Hello Peter post
1 reviews | Active since Jan 2020
Good day , after logging a complaint on the 4th of May , I was contacted on the 5th of May and they advise that they will send me an email confirming cancellation and date ? Still nothing. The social media officer was more concerned about saying that payment is due in arrears so it will be a full calendar month notice which I again made reference to the term and conditions which she agreed too . Anyway I see why so many people complain about ADT , your billing/accounts operates like it doesn't exist for anything else but to process payment . Considering your charge for services in arrear , your should refund me for the lack of services your provide. I haven’t seen a ADT vehicle or patrol in months and your delay with cancellation so that your can continue to bill clients . FYI : This is my third Hello Peter post
Adt Security scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Home & Business Security, compared to the Home & Business Security industry average of 1.7. Their strongest theme is Installation & Tech (1.3); their weakest is Billing & Contracts (1). The top AI-rated Home & Business Security business on Hellopeter is HelpMe (4.7). How is the AI Score calculated? →
Adt Security has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 206 reviews in the last 12 months. Hellopeter has tracked Adt Security across 5,448 total reviews. How is the TrustIndex calculated? →