Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Fidelity Security Services is described by customers as deeply difficult to deal with once money or cancellations are involved. Recurring themes are unanswered emails, cancellations that continue to bill, panic buttons and alarms that fail during real incidents, and credit bureau listings raised on disputed accounts. Isolated branch staff and technicians earn genuine praise, but these experiences are the exception rather than the pattern.
Top Strengths:
- •Installation, Equipment & Technology: Installation, Equipment & Technology (1.0) is the least damaged theme. Individual technicians such as Desmond are praised for diagnosing faults, working patiently and cleaning up afterwards, and beam sensors and radios are eventually replaced once escalated.
Replied to 94% of negative reviews
Reply time on negative reviews: 77h 15m
TrustIndex
2.2
Ranking
#4
in Home & Business Security
Reply Time
75h 33m
NPS Score
-88
Recommended: Unlikely
Replied to 94% of negative reviews
Reply time on negative reviews: 77h 15m
Nov '25 - Oct '26
Frequently Asked Questions About Fidelity Security Services
What do customers say about Fidelity Security Services?
Based on recent customer reviews, Fidelity Security Services is described by customers as deeply difficult to deal with once money or cancellations are involved. Recurring themes are unanswered emails, cancellations that continue to bill, panic buttons and alarms that fail during real incidents, and credit bureau listings raised on disputed accounts. Isolated branch staff and technicians earn genuine praise, but these experiences are the exception rather than the pattern.
What is Fidelity Security Services's biggest strength?
Fidelity Security Services's biggest strength, according to Hellopeter's AI analysis, is Installation, Equipment & Technology. Installation, Equipment & Technology (1.0) is the least damaged theme. Individual technicians such as Desmond are praised for diagnosing faults, working patiently and cleaning up afterwards, and beam sensors and radios are eventually replaced once escalated.
What are the most common complaints about Fidelity Security Services?
The most common complaint about Fidelity Security Services, based on Hellopeter's AI analysis of recent customer reviews, is Emergency Response & Recovery. Emergency Response & Recovery (0.8) draws the most alarming accounts. Customers report panic buttons producing no call during attempted hijackings, armed response arriving after twenty five to forty minutes, and controllers phoning an hour later asking for directions.
How does Fidelity Security Services compare to other Home & Business Security companies?
Fidelity Security Services scores 0.8 out of 5 on Hellopeter's AI analysis of service quality in Home & Business Security, compared to the Home & Business Security industry average of 2.1. Their strongest theme is Installation & Tech (1); their weakest is Billing & Contracts (0.7). The top AI-rated Home & Business Security business on Hellopeter is HelpMe (4.4). How is the AI Score calculated? →
Is Fidelity Security Services trustworthy?
Fidelity Security Services has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 152 reviews in the last 12 months. They reply to 94% of negative reviews, typically within 77 hours 15 min. Hellopeter has tracked Fidelity Security Services across 1,299 total reviews. How is the TrustIndex calculated? →
Recent reviews (152)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Extremely poor service from Fidelity ADT
Extremely poor service from Fidelity ADT My alarm system failed while I was overseas at the beginning of August 2026. Despite reporting the problem by ***, it took approximately three weeks before a technician came to replace the battery. I repeatedly had to follow up, and eventually had to involve the person who originally sold and installed the system to get things moving. The agreed appointment with my house representative was then not kept, causing her to make an unnecessary second trip. Since the battery was replaced, I have had repeated false alarms and, at times, I cannot arm the system at all. Today, 5 October, I was promised a technician at 09:37, with the assurance that someone would come during the morning. It is now after midday, nobody has arrived, and the technical department cannot even be reached by telephone. I have already sent two written complaints without receiving any response. Meanwhile, my subscription fees have been increased three times this year. This is a security service. I expect the alarm to work and technical problems to be dealt with promptly. At present, I cannot rely on either the system or the service. I am requesting that this matter be escalated to senior management and that Fidelity ADT provide a proper explanation and finally resolve the technical problem. Das ist die Version, die ich für HelloPeter verwenden würde.
1 reviews | Active since Oct 2026
Extremely poor service from Fidelity ADT
Extremely poor service from Fidelity ADT My alarm system failed while I was overseas at the beginning of August 2026. Despite reporting the problem by ***, it took approximately three weeks before a technician came to replace the battery. I repeatedly had to follow up, and eventually had to involve the person who originally sold and installed the system to get things moving. The agreed appointment with my house representative was then not kept, causing her to make an unnecessary second trip. Since the battery was replaced, I have had repeated false alarms and, at times, I cannot arm the system at all. Today, 5 October, I was promised a technician at 09:37, with the assurance that someone would come during the morning. It is now after midday, nobody has arrived, and the technical department cannot even be reached by telephone. I have already sent two written complaints without receiving any response. Meanwhile, my subscription fees have been increased three times this year. This is a security service. I expect the alarm to work and technical problems to be dealt with promptly. At present, I cannot rely on either the system or the service. I am requesting that this matter be escalated to senior management and that Fidelity ADT provide a proper explanation and finally resolve the technical problem. Das ist die Version, die ich für HelloPeter verwenden würde.
1 reviews | Active since Feb 2014
Terrible company to deal with
Really a terrible company to deal with. Donick la Grange promised me a discount but it did not happen, supposedly because I did not accept the discount! After I complained she promised me a bigger discount but this did not happen either. I emailed but no response. I tried to call, but there is no number for this kind of support. Totally unfriendly and ***********. Or is it not incompetence? Maybe rather dishonest?
1 reviews | Active since Feb 2014
Terrible company to deal with
Really a terrible company to deal with. Donick la Grange promised me a discount but it did not happen, supposedly because I did not accept the discount! After I complained she promised me a bigger discount but this did not happen either. I emailed but no response. I tried to call, but there is no number for this kind of support. Totally unfriendly and ***********. Or is it not incompetence? Maybe rather dishonest?
1 reviews | Active since Jul 2012
Failure to contact client after alarm activation
I have been a client of this company from the time it was just ADT and I am surely approaching something more than 15 years. There seems to be fast-growing pockets of pathetic service within the Monitoring Center in the Coastal Branch. I am identifying them as pockets because there are some people that have interacted very well with me. Lately there are times when I don't get called upon an activation of an alarm. Please note that calling prior to dispatching armed response saves the company from wasteful and fruitless exercise of sending armed response where it is not required. It also saves the clients from seeing themselves exceeding the monthly armed response threshold which may result in them having to pay extra. In addition to failure to check if dispatching is required, I also never received any call for feedback (as also required by procedure after armed response is dispatched). So basically it seems like the company has decided to stop calling me despite being a paying client. What exactly is going on here?
1 reviews | Active since Jul 2012
Failure to contact client after alarm activation
I have been a client of this company from the time it was just ADT and I am surely approaching something more than 15 years. There seems to be fast-growing pockets of pathetic service within the Monitoring Center in the Coastal Branch. I am identifying them as pockets because there are some people that have interacted very well with me. Lately there are times when I don't get called upon an activation of an alarm. Please note that calling prior to dispatching armed response saves the company from wasteful and fruitless exercise of sending armed response where it is not required. It also saves the clients from seeing themselves exceeding the monthly armed response threshold which may result in them having to pay extra. In addition to failure to check if dispatching is required, I also never received any call for feedback (as also required by procedure after armed response is dispatched). So basically it seems like the company has decided to stop calling me despite being a paying client. What exactly is going on here?
1 reviews | Active since Jun 2019
expect the worst customer service from ADT
it seems a complaint is the only way to get assistance from ADT , requested for the ***to be changed from the previous owner to my name , the new contract was signed for on the 31st of July 2026 , after numerous calls a lady eventually told me it would take 30 days and that are migrating systems hence the delay , today i made a follow up call again , they are still picking up the old profile with my number, where as they already been debiting funny amounts from my account, how do you have two profiles for one property , the worse part is they still call the previous owner when the alarm goes off , since the inception of this contract i've always had issues from ADT, for the last time , can you please do as per the request and provide feedback , my number is ***
1 reviews | Active since Jun 2019
expect the worst customer service from ADT
it seems a complaint is the only way to get assistance from ADT , requested for the ***to be changed from the previous owner to my name , the new contract was signed for on the 31st of July 2026 , after numerous calls a lady eventually told me it would take 30 days and that are migrating systems hence the delay , today i made a follow up call again , they are still picking up the old profile with my number, where as they already been debiting funny amounts from my account, how do you have two profiles for one property , the worse part is they still call the previous owner when the alarm goes off , since the inception of this contract i've always had issues from ADT, for the last time , can you please do as per the request and provide feedback , my number is ***
1 reviews | Active since May 2011
Worst home security service
I logged a call yesterday and since it was public holiday I was told technician will come today. After missing the call this morning I called to check if it wasn't the technician to check my alarm that is not working. I have been taken back and forth and the technical section put me on hold to check my call for 1hour. I asked the agent after failing to help me to send me an *** to cancel my home security subscription. Why would I pay for security that doesn't exist.
1 reviews | Active since May 2011
Worst home security service
I logged a call yesterday and since it was public holiday I was told technician will come today. After missing the call this morning I called to check if it wasn't the technician to check my alarm that is not working. I have been taken back and forth and the technical section put me on hold to check my call for 1hour. I asked the agent after failing to help me to send me an *** to cancel my home security subscription. Why would I pay for security that doesn't exist.
1 reviews | Active since Dec 2024
PATHETIC ADT
I have canceled my contract with ADT on the 11 of May already, for end of June. STILL I am getting billed, getting threatening calls, no feedback to confirm cancelation, and now being put on my credit report. Be aware of doing any business with ADT
1 reviews | Active since Dec 2024
PATHETIC ADT
I have canceled my contract with ADT on the 11 of May already, for end of June. STILL I am getting billed, getting threatening calls, no feedback to confirm cancelation, and now being put on my credit report. Be aware of doing any business with ADT
1 reviews | Active since Feb 2018
Security guard harrasment of customers
I was in a queue at Capitec Bank Batho plaza for ATM withdrawal. When all of a sudden a man in a gun stood in front of us(I was number 3 in the long line) and told us to move he wants to work. He pushed the two guys that were infront of me and told them to go at the back(2 stores after the capitec bank). I was not happy about how fidelity security workers treated us. I understand their work is dangerous and all. But their clients customers shouldn't be treated like that.
1 reviews | Active since Feb 2018
Security guard harrasment of customers
I was in a queue at Capitec Bank Batho plaza for ATM withdrawal. When all of a sudden a man in a gun stood in front of us(I was number 3 in the long line) and told us to move he wants to work. He pushed the two guys that were infront of me and told them to go at the back(2 stores after the capitec bank). I was not happy about how fidelity security workers treated us. I understand their work is dangerous and all. But their clients customers shouldn't be treated like that.
1 reviews | Active since Dec 2025
Injured arm
Guard fighting client I’ll repost this until action is taken, I get ignored while I suffer pain monthly During December one guard from fidelity assaulted and used foul language on me, he ran on my hand with his steel trolley and I made this known at Fidelity office in Louis Trichardt and the Manager Mr Mulaudzi has been silent and ignoring me when I ask for resolution, as I post this my arm has been in pain since December and I told them but they looking down on my case, I’ve decided to take the matter legally as their guard caused an injury that left me with ever lasting pain and I can’t use my arm the way im supposed to
1 reviews | Active since Dec 2025
Injured arm
Guard fighting client I’ll repost this until action is taken, I get ignored while I suffer pain monthly During December one guard from fidelity assaulted and used foul language on me, he ran on my hand with his steel trolley and I made this known at Fidelity office in Louis Trichardt and the Manager Mr Mulaudzi has been silent and ignoring me when I ask for resolution, as I post this my arm has been in pain since December and I told them but they looking down on my case, I’ve decided to take the matter legally as their guard caused an injury that left me with ever lasting pain and I can’t use my arm the way im supposed to