Pathetic & ***********

My experience with Fidelity ADT has been nothing short of appalling and completely unacceptable. I was repeatedly harassed with excessive calls regarding an activation on Zone 5 (back door). From the very beginning, I clearly and explicitly instructed Fidelity to stop sending armed response and to place a note on my account until a technician could attend and confirm the cause of the activation. This instruction was either ignored or grossly mishandled. Despite this, Fidelity continued calling me unnecessarily, proving that they either do not read account notes or simply do not care. A technician was only sent out approximately 10 days later, which is a farcical delay for a security company. After inspecting the issue, the technician left my property without providing any feedback at all. No explanation. No findings. No communication. Absolutely nothing. Incredibly, after this visit, I again received calls about the same activation issue. When I advised Fidelity that I had received zero feedback from their technician, I was belatedly sent an email with a quotation, which I had never requested and am not interested in. By this stage, I had already signed up with another security company due to Fidelity’s ongoing incompetence and lack of basic customer service. To add insult to injury, Fidelity is now attempting to charge me R115 & R2,300 for “excessive callouts” — callouts that occurred because they failed to act on my instructions, delayed the technician visit, and failed to communicate the outcome of that visit. I refuse to accept responsibility for Fidelity’s internal failures, poor communication, and inability to follow clear customer instructions. This charge is entirely unjustified and will not be paid. This entire experience reflects a company that is disorganised, unresponsive, and more interested in billing customers than providing an actual security service. I expect the R2,300 charge to be reversed immediately and written confirmation thereof.