Bad Service

I would like to express my disappointment and unhappiness with the Bidvest Panic Alert service that you are offering and also that I am subscribed to, as there was a failure to deliver a service that I am paying for. Yesterday (31 November 2022), in the evening I got ****** at Gunpoint at Forest Hill, Johannesburg South, on Reeders street, just next to Gabriel Street. The ******s were travelling in a green Golf car and there was about 4 occupants inside. The car approached me from the front and it was looking suspicious, and after they passed me, they did a “U-Turn”, and that’s when I reached for my phone to press the panic alert button, and I managed to do that. Soon after that, someone from the control room phoned me, but before I could answer, one of the ******s came out of the car and pointed a firearm at me and took my phone and my bag which had my valuables (documents, laptop, smart watch, keys etc) and they drove off. I stood at the point where I was ****** (at the side of the road, Reeders street) to wait for the security to come. After about 15-20 minutes, I saw a security car approaching and I figured out that possibly it’s the security company that has been dispatched to help me. I waived at the car which had already stopped about 30 meters away from me on the side of the road. I approached the security officer( a slim black male, who is slim in his physical appearance) and asked him if he was dispatched to attend to a Bidvest panic alert which I had done a few minutes ago, and his response was a straight “NO”. I tried to explain that I needed assistance and I pressed a panic alert and he was not willing to listen to me at all. He went to a certain house which was closeby and there were 3 men that were by that house that and told them that he is looking for “number 57”..those men said they don’t know where it was, and the security officer was by their gate, and I was next to him. I spoke to him again to try and explain my story, and he was still not willing to listen or assist and he simply said he was not looking for me, and he was only dispatched to attend to an incident which he did not disclose. At that moment when he was still around and not willing to assist, I saw the car that ****** me driving along Gabriel road which passes through Reeders street, and it was passing in approximately 40 meters away. My frustration is that if the security officer was willing to listen to me, he might have acted and responded to chase after them or something, to try and assist to recover my ****** belongings. After trying for 3 times to speak to him, I eventually left him as he went to his car and drove off. The car was branded Guardian Angel Security and it was a Chevrolet Spark. I stood there again at that point, but I had a strong feeling that he was the one that was dispatched to come to me. I just gave him the benefit of the doubt that maybe I might be wrong to assume that he was sent to assist me. I waited again at that point, and all in all I waited for approximately 1 hour 30 minutes and when it was now getting dark, I left and as I was not feeling safe after what had happened. This morning (1 November 2022) around 9:50hrs, I phoned *** to try and understand as to why I was not assisted yesterday when I got ******, even though I pressed the panic alert, The gentleman that I spoke to said they received the panic alert from me, and he said they dispatched a security officer. After he said that, I asked him if they dispatched a security officer from Guardian Angel Security, and he said “YES” and I then told Senzo that the guy came and was driving a Chevrolet Spark. I explained to Senzo that I approached the guy to try and explain myself and he was not willing to assist and after a few minutes, he drove away. I am very upset with this service that I am paying for monthly, and also that I was not assisted at a very crucial time when I needed assistance, and also that the security officer that came acted in a very unprofessional manner to fail to assist. I also feel like if ever he was willing to assist, he was going to listen to me and I would have pin pointed at the car when it passed by when I was still with him, maybe the ******s would have been apprehended or my belongings would have been recovered. Now i have been trying to get hold of the Claims Department for them to advise me on how to go about with the process of doing a claim as there is a claim that i have to make. I have been struggling since 10 am to get hold of that department for hours now, and i have spent a lot of money on airtime and its now 14:20pm, still no luck in getting hold of them telephonically. I have sent an email, and there is no response or any auto response.