Poor Customer service with no response to queries or care for customer's safety

<p>I currently have two outstanding queries (recent) complaints which both have received no response whatsoever (because an autoresponse does not count). Ist query: 12.7.2016 "</p> <p>I need to book a technician to come out to my property to check why only the radio signal and not the telephone line on the alarm system is working. I spoke to a technician regarding my service light which has gone on. He checked telephonically and confidential only my radio signal is working hence I tried calling back later to book a technician in Cape Town (Mitchells Plain) to come out when I have some time off next week and Thursday between 12pm and 4pm if possible.</p> <p>I have called this morning and the call keeps om bouncing to reception because no one was picking up their phones. I left a message with the reception lady and she said someone would call me back? I'm not sure if anyone has called. I tried calling earlier and stayed on the line for 3.5minutes with no answer and just now for about 8minutes listening to music with no answer. God help anyone if there is anything urgent with no one answering the phones...after all you do deal with safety. My work number for contact you confirm is ********** 233 or my cell number is ********** 088. Please can someone get a technician to call me urgently." I have repeated this request for help and no voicemail messages or emails in return. ref numbers are: ********** 6, ********** 72, ********** 6, ********** 3, ********** 5, </p> <p>Then this complaint from 8.7.2016 with no feedback whatsoever: "</p> <p>This e-mail is a follow up to the discussion I had with Trevor (a supervisor) regarding the service from you following an incident when my home alarm went off at just after 4am in the morning. I had received a call from the Chubb call centre quick quickly which woke me from sleep to ask if I am okay and if everything in my house is alright. I rep**** by saying I don't know because I just awoke and the alarm was still going off. I asked the lady which zone set the alarm off so that I can understand where the potential problem is coming from. She tells me zone 97? My home only has seven zones and I couldn't establish where the entry problem was coming from. I locked myself in my room and asked that a van be sent out because I am a female alone in a three bedroom home and wasn't going to take the chance to search my house myself. I was told a van would be sent.</p> <p>After twenty minutes I was still locked and panicked in my room and called the call centre to ask where the van was. The lady said she doesn't know and that she will call then again. So in all this drama I (the client who may be in potential danger...because that is how you look at alarm activation situation I would hope when you are providing my a safety service) am still sitting panicked in my room. I call Chubb again probably at 30minutes from the time the call went off and I tell the person that if this was a serious emergency I may be dead because of the slack service you guys are providing! I explicitly in my calls to you asked that the Secupro guy please call me when he is here as I would like to run out of my room and open the door. I am told that the guy came and left again? How shocking? why did he not call me? did he not have airtime? So I call again and speak to the supervisor (Trevor) and at this point it is probably 50minutes I am locked in my room already and Trevor has asked that I await Secupro's re-arrival (he was apparently calling them to come back and then call me when they are outside). How is this appropriate? 50minutes? even 40minutes or 30minutes from a safety perspective? At the end of all this drama the guy arrived maybe an hour after the actual call if not just a few minutes less and the situation seemed as if either he did not have a phone to call me or did not have airtime for a work-related emergency situation because he could not call me to come out. Someone from the Secupro centre called me to say their guy is outside and I then ran out and let him in to assist me with checking my premises.</p> <p>I am distraught because of 1) the slack time delay from Secupro and 2) the lack of responsibility from Chubb to say to me that it is not their fault while speaking to me. I always say this and I said it to Trevor...I have a signed legal contract with Chubb. Whoever you outsource your additional call out service to is not my problem. I pay Chubb and I do not pay Secupro and I have no legal dealings with Secupro. You have the right to outsource your services to Uncle Charlie down the road ...but only if Uncle Charlie can perform within what we (Chubb and I as the client) and signed to have provided as a safety service. What is the issue of bad communication between Chubb and Secupro? and why was there such a time delay? What is I actually had a burgler in my house? How would 40 or 50minutes later have helped me?</p> <p>I need someone in management to please give me some feedback as this situation seems ridiculous.</p> <p>My name is Zaidah Dollie - ID number ********** 133083 so you can retrieve my details and perhaps listen to all the calls made between 4h10 and 5am. Most disturbing this situation from two days ago 6.7.2016"</p> <p> </p> <p>How safe am I supposed to feel by a provider whom is contracted to keep services going properly. Please advise what my next step is. Can you still reach chubb? I need to understand if the more senior peope actually know what kind of bad service clients are getting but no one will take responsobility to take the blame for service gone wrong. I pay chubb religiously..I need to know who to blame and why my complaints are being ignore about a technician not getting into contact with and a query sitting with the supervisors about poor response from Secupro to a call out whilst I was in the house. </p>