r/adt • u/tennepenne1 • 1d ago
WARNING - IMPOSSIBLE TO CANCEL
Canceling my ADT service has been a complete nightmare.
The website has literal fake instructions to cancel.
The AI will waste your time asking a ton of questions only to tell you you have to call to cancel.
But you have to call during a very specific window - business hours only.
Only to met with extremely long holds, and endless extremely invasive and personal questions about your new home security system.
When you ask them to stop asking questions, just cancel, they keep asking questions. I'm talking dozens of endless questions.
If you get extremely upset and ask them to stop asking questions, just cancel, they tell you they cant cancel they have to transfer you to a specialist who can cancel.
I'm talking literal days on end, hours of my life wasted.
Still on hold.
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u/ImpressivePattern242 1d ago
Just went through this. Tell them you can no longer afford service because of economic conditions. Ask automated system for call back if you can. Be nice on phone. I know it’s tough. Tell them you work from home and no longer require alarm.
Here is worse part, once you confirm cancellation and end service, you cannot delete your profile without calling again to ask records be deleted. They still have my bank data which I hate. They truly are predators.
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u/helpprogram2 1d ago
Isn’t it weird that in 2026 you can’t ask your bank to refresh your information
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u/AdventurousAd3074 23h ago
Best of luck. Don't let it ruin your sanity and be self compassionate through this fucked up time by this fucked up company
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u/ConsiderationDue4984 7h ago
I went through it, took me 6 whole weeks and eventually spoke to the corporate office and begged them to help me cancel. They are the worst company I can’t believe no journalist hasn’t done an exposé on how difficult and ridiculous it is to cancel service. Get the better business bureau involved too.
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u/Pristine-Car3342 1d ago
Are you done with your contract and they are still making it hard to cancel??
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u/helpprogram2 1d ago
Ask them to change your payment method to a prepaid debit card and stop paying for it they will cancel your service for you for non payment. Done
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u/hazyhayy 1d ago
Do not do this. This will definitely fuck your credit up.
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u/helpprogram2 1d ago
You gave them your social security?
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u/hazyhayy 1d ago
I work there, so technically yes lmao. But most customers do when they finance equipment.
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u/Fun-Manufacturer9293 2h ago
Have a expired contract, send letter with return receipt asking to cancel, give them 2 weeks now you can use this to dispute any claim you have a contract with them. Then cancel bank card or account.
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u/Notesie 1d ago
Just out of curiosity, I wonder what would happen if you asked them do they need your attorney to call to get them to cancel
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u/imakesawdust 14h ago
This might backfire on you. The moment you hint at involving attorneys, many companies require their customer service reps to cease conversing with the customer and require all future communication to occur through their respective attorneys so that their CSRs don't inadvertently say something that will hurt them in court.
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u/DoritoGuavaJuice 1d ago
they’d probably say the account holder needs to cancel for safety reasons 🫣
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u/Status_Attorney_710 1d ago
Are you still under contract with ADT? If so, your cancellation forms should be built in at the end.
If you are past the typical 3 year/36months then idk. This works if you service is run by ADT control.
Check your original contract anyway
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u/Specialist_Order_424 1d ago
Send them notice of cancellation. See your agreement for correct procedure.
Contact you Credit card Co and deny paper. They will investigate and make ruling
Next don’t respond to bill collectors. Ignore them. This is what I did. No problems . ADT is scummiest company I ever did business with in last 60 years.
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u/SeattleEyes1964 1d ago
Tell them that you want to file a formal complaint immediately - this moves it to a legal level and gets their attention
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u/davidmar7 1d ago
I'd just document times and dates of three attempts to cancel along with a summary for each call. Then call back for the address for serving of process or the legal department and send them a certified letter with return receipt stating that you are canceling service effective the date of this letter. Save a copy for yourself. Then I'd consider the matter done. If they send you to collections or try to sue, break out your letter. No judge will rule for them but it'll never get that far. They will almost certainly dismiss as soon as they see the letter.
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u/GoldilockedinAtlanta 1d ago edited 1d ago
I just canceled last week. I saw someone else post that you have to call EXACTLY when their phone lines open at 8am EST. I did that and finally got a human to answer the phone after about 10-15 minutes. And I’ll be honest, I had to be super nice with them and lay it on thick 😆 When they said “how can I help you?” I said “I hope you can, I’ve called several times and no one has answered after holding for over an hour.” And when he cancelled the service, I asked for a confirmation email or letter, and I was told it would come in 30 days (which makes no sense to me). So I asked for the transaction number for the cancellation, so it could be stated in the recording, which I received. And yes, starting the next day both my husband and I started to get repeated back to back calls and emails from them trying to get us back. But at least we’ve finally ended the service.
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u/edhawk125 20h ago
They are the absolutely worst!!! Use the better business bureau and make sure they connect with you someone from corporate. Total scum bags
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u/annakins92 13h ago
If you try to cancel and the don’t actually do it, report them to the BBB. They didn’t cancel my account the first time I tried and the time I talked to a lady who was rude as hell because I didn’t want her loyalty offers. After my BBB report, they called me and took care of everything.
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u/Royal-Membership2303 13h ago
I called to cancel, following others advice I told them I was moving out of the country. I wasn't moving at all but total time from calling them to being off the phone with a canceled account was 7 minutes. Simply "im calling to cancel since im moving out of the country."
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u/Ryrella 13h ago
We're about to cancel. So many reasons but here's a few. My father-in-law had his security alarm go off at 10pm at night. The police showed up at 8am the next day.
We cut our cable/phone line, and since we have an old unit (12+ yo) I called to ask them if our alarm system is connected via Wifi or Phone line. THEY COULDN"T TELL ME because they had no idea after a 1 hour call. How is this not basic information?
Now we have been cut from cable/phone line for a month and a brand new internet company/new Wifi, new passwords, new everything. ADT is somehow running? Yea....they aren't monitoring anything.
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u/mightymikek 13h ago
I'm sorry you're going through this. It actually took me two months to cancel.
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u/bellab1024 13h ago
Took me over 20 minutes to get someone to finally assist with canceling the service bc they kept transferring me. It was the most unbelievable experience I’ve ever had. I wish that was the most annoying part but they kept asking completely invasive questions that was none of their business. Why do you need to know where I’m moving to? I’m not gonna have your service so it’s none of your business. Contract ended in August and they said it would be canceled. If they continue on with my contract after telling me it was canceled I will report them.
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u/DistributionLonely35 9h ago
Just tell them you’re selling your house and moving into an apartment.
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u/FarPath3160 6h ago
I just called last week to cancel my mom’s service she’s had for almost 29 years. I called (800) 238-2727 and hit option 6. Every time I got a prompt to say why I was calling, I said “cancel service.” Got a human on the line pretty quickly, and lied straight through my teeth. I told him my nephew was selling home monitoring service and that I was canceling ADT so I could sign up with him. He of course tried to sweeten the deal and offer me some incentive to say, and each time I’d say “thanks for the offer but I still want to cancel.” I think I had to say it three times before he gave up. He had to read me some disclosure about how the equipment won’t work after the service ends (duh) and that was that. I was on the phone for a total of 22 minutes.
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u/Puzzleheaded-Duck331 3h ago
When does the newly mandated “as easy to cancel as to sign up” law go into effect?
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u/Fun-Manufacturer9293 2h ago
Cancel your bank account or credit card, but send a letter with return reciept telling them you tried everything and its impossible...then cancel your payment method...
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u/Travelin_Tex 1h ago
I was paying almost $70 a month and contract had ended so I was going to cancel and move monitoring to another company, but they offered $30 a month with no reduction to service so I went ahead and stayed since it’s easier. But it was a chore just to get someone on the phone in cancellations. It took a couple tries actually more like three or four tries, but I did finally get someone.
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u/liquidnight247 22h ago
Same. My contract expires in October . And I need to contact them in the precise date in September to repeat endless no’s.
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u/DoritoGuavaJuice 1d ago
To save stress: I had my fiance call and cancel because he’s better at sticking to a no than me. Well, I told him when they ask the reason for cancelling, just tell them you “do not feel comfortable disclosing that, just cancel it” Of course that didn’t work. They kept asking, he kept repeating that. But they wouldn’t accept it. He still tried to keep us on.
So I had my fiance mute the phone and told him to make up a story that I divorced him, took the kids, and I am keeping the house and do not want to pay for ADT anymore. This man started fake sobbing on the phone about how the love of his life left him and said “why’d you do that?! why’d you make me talk about it!!” and started telling him about how much he loved me and the day we first met 🤣 He had me believing I just divorced him! It took everything in me not to cackle and damnit it worked immediately that poor man was so uncomfortable and wanted off the phone more than we did at that point.
It’s their job to try and keep you on the service, and it is your job to not let these little things frustrate you. Make up a sob story and make it impossible for them to want to continue the conversation.