Fidelity ADT Failed to Protect My Business – Now I'm Left With Nothing

I am Mr. Patel, owner of Ilondlo Dry Cleaners. On 21 January 2025 at 2:00 AM, my shop was burglarized. Fidelity ADT called to inform me that the alarm had been triggered. I instructed them to inspect the premises and update me immediately if anything was wrong. Unfortunately, I received no further feedback.When I arrived at 6:00 AM, I was shocked to find the gate removed, locks broken, and several valuable items missing — including customer garments, cash, and appliances. Although ADT notified me of the alarm trigger during the night and claimed to have dispatched a response officer, they later stated that the officer was unable to locate the entrance and therefore did not properly inspect the premises.

Later that morning, after I had already opened the shop and discovered the burglary, a Fidelity ADT officer, P.B. Kumene (Registration No. KD212B9P), arrived on site. He witnessed the damage firsthand but offered no meaningful support or accountability. It is evident that the premises were not properly checked, and the response was careless and ineffective. The alarm only activated again when I turned the main power switch on that morning, further indicating a lack of proper inspection and follow-through.

A case was logged with Fidelity ADT (LC20638), but after four months, I am deeply frustrated by their lack of urgency and meaningful response. It has become clear that they are not taking this matter seriously, and my time and trust have been disregarded. As a result, I am now pursuing legal action against Fidelity ADT for their negligence.

Fidelity ADT’s monitoring and response have proven to be deeply irresponsible, and now I am left to deal with the consequences. I paid for a service that failed me in a time of real need, and all I have received are excuses.

I strongly advise against using Fidelity ADT, especially in a high-crime city like Durban, where reliable and professional security services are critical.