Dear @ADT, you just wasted three hours of my life with poor service as “process.” I’d like to share your “process” with my 20k friends. I was transferred six times—every time supposedly to the “account management” team that needed to handle my account (guys, you need to get more creative and say it’s something else each time). Each time the person pretended not to know which account (we have two houses with you), even though the AI assistant identified it from the first interaction. The process is clearly designed to get people to hang up. Knowing people don’t want to be rude to people on the phone, they now force you to lose your shit and become a Karen. Until you do, you just keep getting passed to the next “account manager,” hoping that this time you get the real one, or maybe it is just that the 6th time is the charm. (This is cruel to your employees for whom becoming a target of abuse is again, clearly part of the process). That said, every single human on the other line is complicit, knowing that this is the process they are engineering. They know they are there to stall till you hang up and then you won’t call for another few months. I’m sure they get paid based on how many disconnections they get. Very soon this will be done by AI bots, whose time is worth nothing, and can outlast all of us. How will we cancel then? Companies using these strategies need to be named and shamed (I heard @GetSpectrum do it to my husband for our internet service—meemaw on the phone talking about the UT game, while she allegedly “waited for her supervisor”, but then was magically able to handle it when my husband lost it 1.5 hours into the call). What is insane to me, is I told the very first person who answered that we still had another house that used ADT—we’re STILL customers, and have been for 20 years, usually with 2 houses on ADT—and they treated us like this. Let me just say this, we won’t be for long. I don’t look forward to my next three hours on the phone, but I will do it b/c this is a horrible, horrible business practice that is absolutely abusive—particularly for seniors. Posting the screenshot of the call duration. You may be saying “where’s the other hour?” It was in a previous call that got “disconnected”. You’ll be shocked to hear that they don’t make efforts to call you back in such cases. Also, it’s an incoming call, because they catch you at the beginning saying, it’s a 12” wait, let us know if you want us to call you back (again, hoping you might no longer be available).