DEFENDERS d/b/a Protect Your Home

November 2, 2017Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders Inc. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, IN 46240 RE: [redacted]Complaint No. [redacted]Acct. No....

[redacted]                  This letter is in response to complaint # [redacted] submittedby [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have sold and installed ADT monitored security systems since becoming an ADT authorized dealer in 1998. In summary, the consumer would like to be contacted by a representative of the company, compensated for his damages, and refunded for out of pocket installation expenses.  On October 26, 2017, my colleague reached out to the consumer by phone but was unable to leave a voicemail because the voicemail box was full. A letter outlining Protect Your Home’s damages process was mail to the consumer that same day.  Since the complaint has been filed, the consumer has sent in the cancelation form to take advantage of the 3 Day Right of Recession on the contract. The consumer’s account has been canceled and all monies were refunded to the customer on October 31, 2017.  In closing the consumer’s funds have been returned, and the process for the damages done to the home has begun. We are awaiting the documentation from the consumer for the cost of the damages.   Sincerely, Emily B[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]

October 27,
2015Revdex.com of
Central Indiana151 N.
Delaware St. #2020Indianapolis,
IN 46204-2599Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: [redacted]Complaint # [redacted]Account # [redacted]Dear
Ms. [redacted],This
letter is in...

response to the Complaint #[redacted]. By way of background,
Defenders INC.  DBA Protect Your Home is
an Indiana Corporation that specializes in selling residential alarm systems.
We have been an ADT authorized dealer since 1998 that sells and installs ADT
monitored security systems. Once the security system is installed, the contract
is then purchased, billed, serviced and maintained by ADT.Summation of Complaint:Owner of
complaint alleges grounds for release of contract due to “emotional coercion.”Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. Due
to extreme dissatisfaction, client was released from contract (w/o financial
penalty) on 10/5/15. All remitted payments were refunded and the account has
been cancelled. No further resolve is necessary at the time.We
apologize for any inconvenience this matter has caused.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

November
24, 2015Revdex.com of
Central Indiana151 N.
Delaware St. #2020Indianapolis,
IN 46204-2599Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: [redacted]Complaint # [redacted]Account # [redacted]Dear
[redacted]This
letter is...

in response to the Complaint #[redacted]. By way of background,
Defenders INC.  DBA Protect Your Home is
an Indiana Corporation that specializes in selling residential alarm systems.
We have been an ADT authorized dealer since 1998 that sells and installs ADT
monitored security systems. Once the security system is installed, the contract
is then purchased, billed, serviced and maintained by ADT.Summation of Complaint:Owner of
complaint does not “agree” with the length of contract.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations.
Owner of complaint under “express consent,” voluntarily provided contract signature.
Their voluntary actions bind them to a “financial” duty relative to length of
contract. Owner of complaint was provided access to the terms and conditions of
the 36 month contract.  Failing to comply
within contract’s three day opt-out period, contract holds as irrevocable (w/limited
relief) and enforceable. Client brings forth a “reasonableness/ fairness”
argument in regards to the terms and conditions of the contract. This is an
unfounded claim, as client was given privy to the terms and conditions (during
initial sales call/post install) of the contract. Per the terms of contract,
client also had the option to relocate the system to a new place of residency.
The argument fails to be substantiated, as client has agreed to our offer of a reduced
BOC. Client was obligated to remit a payment of $918.33, however, negotiations
resulted in the amount of $500.00 being agreed upon. An “after-the-fact”
argument is dismissible. We will not consider any form of refund, as client’s
dissatisfaction with the terms of a legally binding contract (post consent) is
not feasible ground to revoke financial relief.We
apologize for any inconvenience this matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resposeThe technician never asked me to choose the fonts or provided me with any codes, and your loyalty employee told me that they used my voice recording as a signature, you record all the customer calls,  go back and listen to what she told me in the phone, your customer service is very bad, I called that loyalty employee last week and left her message but she never called back,  I can  provide Revdex.com with the phone records, you can't keep cheating customers and charge them more than they should pay!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While I did receive the gift card in the mail on Saturday June 25 I  have not received the credit on my Visa card.  I called my credit card company and checked online and there has not been a credit posted to my account as of this reply.  I have been told by the representatives at Defender since June 8 that it is in "process".  They were quick to charge my Visa the incorrect amount of $97.85 for the first 2 months of service.  They charged the $48.99 rate and my contract was $27.99.  They overcharged me! They overcharged me for the first 2 months.  I have not received a refund.  Please check your records and the contract!!!  My monthly rate is 27.99.  I am tired of the incompetence and deceit.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

July 22, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear [redacted]...

[redacted] This letter is in response to the complaint # by [redacted] By way of background, Defender Security Company DBA Protect YourHome is an Indiana. We have been an ADT authorized dealer since 1998 that sellsand installs ADT monitored security systems. Once the security system isinstalled, the contract is then purchased, billed, serviced and maintained byADT.  After reviewing the account I do show Ms. [redacted] called into inquire about security service on May 1, 2015. The promotion being offered included3 sensors, motion and key fob. Ms. [redacted] was also offered a $100.00 VISA dueto signing up with Protect Your Home. After speaking to our salesrepresentative an additional $229.00 equipment credit was added so Ms. [redacted]could do as she wished.  Ms. [redacted] hadthe security system installed on May 4, 2015 and she authorized additionalequipment to be installed in the amount $2883.65.   She opted to have the equipment payment splitinto four payments, each in the amount of 720.91. The initial payment was madeon May 4. However, the remaining payments that were scheduled to be deductedwere declined. I have also attached a credit card authorization form signed byMs. [redacted] for your record. I do show that Ms. [redacted] called into customer care statingshe wanted to cancel on May 8th and our customer service agent did explainthat she would need to send in a letter of cancelation.  We show Ms. [redacted] sent in letter ofcancelation to our customer support email on May 9 3:15 Pm I have attached thefirst letter of cancelation which was outside of 3 day rights of recession. Ms. [redacted] called back on May 11, advising of herdissatisfaction and wanted a free motion to be installed. Ms. [redacted] alsostated that she was upset with the professionalism of the installer and acomplaint was forwarded to our local branch to address.  Ms. [redacted] faxed in the same letter ofcancelation with the time stamp of May 19 @ 1:03 Pm which I have included foryour records. Our escalation representative contacted Ms. [redacted] on May 20 statingthat we did receive the letter of cancelation and it was late.  Our representative explained that she wouldbe responsible for the termination cost of the contract since the notice ofcancelation was submitted late.     Ms. [redacted] and her son called in on May 26.2015 and spoketo our customer service department who also explained that the letter ofcancelation was submitted late. Ms. [redacted] argued that she did send thecancelation letter within her 3 day right to cancel. The representative thentold Ms. [redacted] to submit the information for review showing it was submittedwithin the 3 days of cancelation.  Ourescalation representative followed up with them on June 11 explaining that wenever received the proof showing it was submitted within the allotted timeframe. Ms. [redacted] was unavailable so a message was left with the information.Our escalations representative spoke to Ms. [redacted] onJuly 1 and agreed to release her from the contract with a full refund. Ms.[redacted] requested that we fax her confirmation showing the resolution to720-842-0729 however we were unsuccessful on 2 separate occasions which I haveincluded the failed attempts. We removed her equipment on July 6 and attemptedto refax the confirmation on July 8. The confirmation letter was mailed to theaddress on file on July 9.  We apologizefor any inconvenience or frustration that the customer may have experienced andwe appreciate the opportunity to address their concerns. Sincerely,  Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted]

August 31, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]   Dear...

Ms. [redacted], This letter is in response to the complaint # [redacted], by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Mr. [redacted] complaint is regarding equipment that he states we were supposed to come back to install. He feels he is not secure with the current alarm system since some of the doors and windows were not covered.   Our office reached out to Mr. [redacted] to discuss his complaint on August 30, 2016. We apologized for the issue that he is experiencing. We offered to install four additional sensors at no charge. We scheduled an appointment for Mr. [redacted] to install the sensors on September 6, 2016. It is important that he feels his home security system is providing him security.   We apologize for any inconvenience or frustration that Ms. [redacted] may have experienced and we appreciate the opportunity to address his concerns and reach a resolution.   Sincerely,   Virgie H[redacted] Manager of Security Customer Care Operations Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 20, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Acct. No. [redacted]/ [redacted]   Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] would like a call back before this account is closed out to address any remaining issues. As requested, I contacted Mr. [redacted]. He advised that there were billing discrepancies on both accounts and that he would like a letter from Equifax about the credit reversal. After further review of both accounts, I did find that a refund was due on both. I have submitted the appropriate refunds and have notified the proper departments to make sure this is corrected. As far as the letter from Equifax, I advised Mr. [redacted] I would need to further research this request and remain in touch with him. Mr. [redacted] was provided my contact information and will be in touch with me for updates. We apologize for any inconvenience or frustration that Mr. [redacted] may have experienced and we appreciate the opportunity to address him concerns and reach a resolution.   Sincerely,   Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It has already been established that the merchant cannot provide the talking keypad.  Furthermore, I'd heard more times than I can count that I would hear back from someone in Customer Loyalty.  I had a couple of missed calls and never could get anyone on the phone when I called back.  The manufacturer of the equipment stated that the system installed in my home is not compatible with the talking keypad and the entire thing would have to be swapped out.  All of this is stated in my original complaint.I have pursued this through a claim with my credit card company and will resolve the matter through them.  I want absolutely nothing to do with this merchant or their equipment.?Regards,[redacted]

July 25, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted] This letter is in response to the complaint # [redacted] regarding [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   I apologize for any poor experience this may have caused Ms. [redacted]. Her $107.66 installation fee has been refunded and ADT is currently refunding her monitoring charges. Should she need any updates regarding her refund status, I recommend she contact ADT at 1-800-369-0996.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Protect Your Home is the company I signed up with yet these companies continue to give me the run around on who can help me. I have attempted to contact ADT which is where I had the problems with no one contacting me back and being transferred from rep to rep and even hung up on because of the lack of expertise on how to handle this situation. I am at a stand still because neither Protect Your Home nor ADT want to aide in resolving this matter yet they add it to customer's credit reports as if there was no attempt to get it resolved. ]
Regards,
[redacted]

June 30, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] states that his system has not been fully functional since the installation. Ideally, he would like to cancel without penalty and have a refund for the additional equipment he purchased.   I investigated his claims and verified that there were some communication issues with ADT. I authorized a release from contract and scheduled to have the equipment removed. He will be receiving a refund for the additional equipment that was purchased. I apologize for any inconvenience this may have caused.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:Both ABT and Protect Your Home took proactive measures to resolve the situation after my complaint was submitted and I forgot to remove it. I am satisfied and would like to drop my objection. Thanks,[redacted]

August 4, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Reference No. [redacted]...

                  This letter is in response to the complaint no. [redacted] regarding [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then usually purchased, billed, serviced and maintained by ADT   In summary, Ms. [redacted] states that Defenders has not yet refunded her money as of July 27, 2017. She said she contacted her credit company on July 27th and the funds are not there.   Ms. [redacted] was advised on July 27th that the funds were sent to her banking institution. Our records indicate it was paid back to the banking institution on July 26th. She will need to allow a few business days for the banking institution to process the funds and apply them to her account. I apologize for any inconveniences this may have caused.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

September 2, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. dba Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]  ...

Dear Ms. [redacted],   This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc. dba Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] would like to be released from her contract due to fraudulent activity. This includes being billed without authorization, being billed the wrong amount, and the signature process of the contract.   Protect Your Home uses DocuSign for our eContracts. DocuSign exceeds the requirements set in the United Sates Electronic Signatures in Global and National Commerce (ESIGN) Act and the Uniform Electronic Transactions Act (UETA). They meet the four major requirements for an electronic signature and they are recognized as valid under U.S. law. Both laws provide that, “No contract, signature, or record shall be denied legal effect solely because it is in electronic form; and a contract relating to a transaction cannot be denied legal effect solely because an electronic signature or record was used in its formation.”   Signatures in DocuSign are created by selecting a signature style option that is programed in the system. The customer chooses that signature style to then sign the document. Signatures signed through DocuSign will not reflect the customer’s true signature like those exampled.   The original contract signed by Ms. [redacted] was done through DocuSign. The original contract included a monthly rate of $52.99. When it was brought to our attention that Ms. [redacted] would like the rate reduced to $27.99 based on the prior conversation with our sales team, a downgrade was scheduled August 22, 2016 to remove Pulse Solution Services and the cellular backup. The rate will be adjusted to $27.99 and the contract is currently being processed so that it can be properly reflected on her bill. Ms. [redacted] did sign a new contract in paper form for the rate of $27.99 on August 22, 2016. Although Ms. [redacted] has disputed the original contract, Protect Your Home will hold her to the second one signed on August 22, 2016.   Protect Your Home has agreed to refund Ms. [redacted] the amount that was automatically charged to her account. That amount is $85.43. Her billing method has also been adjusted to invoicing on August 9, 2016. As a courtesy to Ms. [redacted], ADT has agreed to issue a one month credit to her account in order to allow time for the new paperwork to be processed.   I have been in contact with Ms. [redacted] and she has accepted the resolution offered. She has been provided my contact information in the event another issue were to arise. I appreciate the opportunity to work with Ms. [redacted] to address her concerns and come to a resolution.     Sincerely,   Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

May 20, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear Ms....

[redacted], This letter is in response to the complaint # [redacted] by [redacted] .By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT.  After reviewing Ms. [redacted]’s billing our records indicateMs. [redacted] was on auto withdraw, but switched to quarterly billing because thebilling page of the contract was never singed. In November, we mailed out a newcopy of the contract for Ms. [redacted]’s to sign so that we could update the billinginformation in the system. Ms. [redacted] has not sent the paperwork back to date, sowe have been unable to update her billing information.  The ADT account service department receivedpayments from September 30, 2014 through January 21, 2015 totaling $110.40 and onepayment of $55.92 totaling $166.32.  Ms.[redacted]’s billing was flipped back to Protect You Home on January 26, 2015. Ms.[redacted] did submit a payment of $55.20 to ADT corporate after the account wasturned back over to Protect Your Home and that payment was returned by ADT corporatein form of check.  Protect Your Home started billing Ms. [redacted] on January 26,2015, on January 29 we attempted to collect payments for the months of Novemberand December.  Ms. [redacted] contacted ProtectYour Home on March 10, 2015 regarding her monthly monitoring rate beingdifferent than what she was paying ADT directly.  Ms. [redacted]’s correct monthly fee is $59.99 pluslocal sales tax, totaling $ 64.94.  Protect Your Home received 5 disputes on March 13, 2015 which I haveattached for your records. These payments are voided and the funds werereturned to the customer’s credit card.   Our accounting office received the payments that Ms. [redacted] paidto ADT directly on March 25, 2015 in the amount of $166.32.  We received a check from Ms. [redacted] on April 2,2015 in the amount of $165.60 towards the outstanding balance caused by thedisputes with the financial institution. Ms. [redacted] does have an outstandingbalance of $94.16, which has been waived on the account due to the delay offunds being applied accordingly. Additionally, I have switched Ms. [redacted]’sbilling to monthly invoicing so her bill will be $ 65.94. ($59.99+ $4.95 salestax= $64.94+ $1.00 invoicing).  Theclause for invoicing in her contracted, is located on page 4 of 8, in section 4under the “Important Notice”.  I have alsohighlighted this as she requested.  Weapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address his concerns.Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com        Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]  Date Sent: 12/6/2014 1:56:23 PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not happy with this month long delay. I was promised next day install. And they made me pay 100 for install and they promised a gift card back and did not give it to me. I want the install fee refunded to meRegards,[redacted]

August 14, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Account No. [redacted]...

                  This letter is in response to the complaint # [redacted] regarding [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she was not aware she was in a contract. She has since moved out due to a domestic dispute and is now attempting to cancel her services. She wants an affordable option to cancel since funds are tight and she is trying to maintain a good credit rating. She states that she was provided an incorrect number of 1-800-699-9554 and is unable to reach anyone for help. The correct number is 1-800-689-9554. It appears there was a mistake with the number she had. Since she is cancelling her services, the termination charges are $1413.64. This equates to 75% of her contract termination charge. I was able to lower it to 50% though which it $942.43. I advised Ms. [redacted] that we are unable to break the payments down to $40 a month. Ms. [redacted] will only have 90 days to pay this before it is sent to an outside agency. By paying $40 a month, it would not be paid off in time. We prefer a full payment in order to keep the account from being sent to an outside agency. Ms. [redacted] said she could not pay this at this time but requested I send her the information. I apologize for any inconvenience this may have caused her.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]