Poor service

I am extremely dissatisfied with the service I have received from Fidelity ADT in Kimberley.

On Wednesday, 2 September, I contacted Fidelity ADT to enquire about signing up for one of their security services. Because I needed the product urgently, I was initially very impressed by how quickly the sales process moved. Within minutes of submitting my enquiry, a sales consultant contacted me, sent through the required documents and pushed to have everything completed and returned as quickly as possible. I filled everything out immediately and sent it back the same day.

Unfortunately, that level of urgency disappeared the moment they had my signed paperwork.

I was told that a technician would come out either that same day or the following day. Neither happened. A technician eventually arrived on Friday, 4 September. He then told me that he could not complete the setup because the previous tenant’s account was still linked to the system. He apparently needed to contact people in Johannesburg and then Bloemfontein to have the old account removed, but assured me that it should not take long and that he would get back to me.

It is now 15 September and the system is STILL not set up, and I have had no feedback from them.

That is 11 days since the technician came out and 13 days since I first signed up for a security service that I specifically explained was urgent.

To make matters worse, Fidelity ADT has already debited my bank account. This is despite me being explicitly told that I would receive two free months and that my first debit would only go off in November. I have followed up several times asking why my account was debited incorrectly, and to date I have received absolutely no explanation.

I have also repeatedly followed up about the installation itself. The product that they were in an enormous rush to get me to sign up for is still not operational, while they have somehow managed to start taking money from my account.

At this point, the entire experience feels like the priority was simply to get me signed up and debited, rather than to actually provide the security service I was sold.

For a company whose entire business is built around security, responsiveness and peace of mind, this level of service is unacceptable. Nearly two weeks after urgently signing up, I have no functioning service, an unexplained debit from my account, and seemingly no one taking responsibility for resolving either issue.

Extremely poor service from Fidelity ADT Kimberley. I would strongly caution anyone considering signing a contract with them to look very carefully at what happens after the sales paperwork has been completed.