Deep dissatisfaction

Dear Sir/Madam,

I am writing this letter to formally express my deep dissatisfaction with the service I have received from Fidelity SecureDrive over the past several months. Despite numerous attempts to resolve a simple issue regarding my panic button, I have been met with delays, misinformation, unprofessional conduct, and a complete lack of accountability.

My initial complaint was lodged in August 2025, when I reported that my panic button was not functioning. I first spoke to Palsea from Customer Service, yet nothing was resolved.

On 29 September 2025, I contacted Fidelity again and spoke to Wayne Pendle, who informed me that the issue had been escalated and that an email was sent to address the problem. Despite this, I did not receive any assistance.

Between October and November, I spoke to Sabelo Nyawo, a supervisor, who assured me that he would ensure the matter was resolved. He later called back to inform me that a technician would attend to the issue on 4 December 2025. On that day, the technician called between 13:00 and 14:00 stating that he was still in Roodepoort and would take an hour and thirty minutes to reach Hatfield. I requested to reschedule for the next day at 09:00, and the call ended.

The following day, I had to call the technician myself to follow up, only to be told he would revert after speaking to his office. I waited the entire day and received no update.

On 9 December 2025, I contacted Customer Relations and spoke to Nthabiseng Mokoane, requesting to speak to Supervisor Sabelo Nyawo. I was told he was in a meeting. I asked that he return my call urgently. I also asked to be copied in the internal email sent to him, but was informed that internal emails cannot be shared with clients. I received an email from Nthabiseng confirming the message was sent to Sabelo, yet he never called me back.

On 10 December 2025, I called again and asked to speak to Sabelo. I was informed he was still on another call, so I asked to speak to Manager Mbali Mlangeni, but was told she was in a meeting. I chose to wait for Sabelo. When we finally spoke, I expressed my dissatisfaction with the months-long failure to resolve a simple service issue. His response was that he “thought everything had been sorted,” which was not true. I explained how defeated and frustrated I felt after trying to resolve the same issue since August, while payments continued to be debited without delivering the promised service.

At that point, I informed him that I wished to cancel my policy and that I would not be paying any cancellation fee because the company had failed to deliver service. He offered to “try again” to arrange a technician, but I made it clear that I could not trust the process anymore. He then said he would see what he could do.

On 11 December 2025, I received a call from *** regarding my cancellation request. The agent informed me that a cancellation fee of R1,800 would apply. I explained again that I would not be paying such a fee due to the poor service. The agent abruptly ended the call.

Later, I called back to speak to Luzaan Heradien from Credit Control. I was told she was busy and asked for her to call me back. I also called Customer Service again and spoke to Wayne Pendle, who was extremely rude, raised his voice at me, and displayed highly unprofessional behaviour. I request that the recorded call be reviewed by both the supervisor and the manager, as this conduct is unacceptable.

When Luzaan returned my call, I explained the situation, and she informed me that she would speak to Supervisor Sabelo Nyawo. At 10:32, Sabelo called me again, this time attempting to defend the technician by claiming I did not answer the phone on 4 December. This was entirely false. I explained what actually happened. I again stated clearly that I will not be paying a cancellation fee, as the failure to provide service is not my fault.

I also informed him that I was still willing to remain with the company only if the panic button issue was resolved on 11 or 12 December 2025. Otherwise, I will proceed with the cancellation without paying any cancellation charges. I also stated that I reserve the right to reverse debit orders for months in which Fidelity failed to provide functional service.

Sabelo said he would get back to me as he was still arranging a technician. As of now, I am still waiting to see whether the job will finally be completed.I am extremely disappointed and exhausted by the poor service I have received for several months. I have acted in good faith throughout this process, yet the issue remains unresolved. I trust that management will take this complaint seriously and resolve the matter urgently.