Urgent Complaint Regarding Delayed Response, Poor Service & Call Centre Experience – Johannesburg

Dear Fidelity ADT Team,

I am writing to formally raise a complaint regarding repeated incidents of poor service and unprofessional conduct from your response and support teams, which have left me feeling unsafe and unsupported.

On either the 11th or 12th of May 2025, my alarm was triggered and the ADT response vehicle arrived. However, the responder remained inside his vehicle for several minutes without approaching or entering my premises. I had to press the panic button a second time to trigger the alarm again, hoping this would prompt action. Eventually, he came in and inspected, but I found the initial delay and inaction unacceptable.

Again, on the morning of May 22nd at around 5:48 AM, the alarm was triggered. The responder only arrived approximately 15 minutes later, which is significantly longer than the standard 5-minute response time that ADT claims. When questioned, the responder explained the delay was due to a shift change and stated, “It’s not my fault.” He was dismissive and rude, and repeatedly answered our concerns with, “I don’t know.” He claimed he would escalate the matter to the office, but clearly, this was not done.

This is not the first time I have complained about poor response service. A complaint was made a few months ago (or late last year), and I was reassured that service would improve. Unfortunately, that has not been the case.

What is more frustrating is that I am now being charged for exceeding four responses, despite the fact that these call-outs were due to inadequate service on your side. I do not believe I should be penalized financially for service failures that I have already raised with your team.

Additionally, I called the ADT office this evening to escalate the matter again. The call was answered by a consultant named Patricia, who dropped the call before resolving anything. I called back and was assisted by Mandisa, who was the first person to truly show compassion and professionalism. She listened attentively, expressed genuine remorse, and assured me that she would escalate the matter properly. I truly appreciated her assistance.

At this point, I am strongly considering cancelling my contract, as I no longer have confidence in ADT’s ability to provide the protection I am paying for. I expect a proper investigation, accountability for the delays and poor behavior, and for the response charges to be reviewed and reversed.

Please treat this complaint as urgent and respond accordingly.