.

I bought a property with Fidelity ADT unit from previous owner. I was assisted by an elderly sales consultant Beverly Strydom. She came to my house, viewed the unit and advised that the complete unit package will be transferred to my name as is including monitoring the alarm system on the App for a total of R380 giving a discount compared to what the previous owner paid. When the technician came to my house for installation he advised I cannot use the App as it is still linked to the previous owner and the signal/notifications are still going to the previous owner. She later confirmed that she didn’t know that the process had changed and that she will have to bill me for such. I refuse to pay as that was not what she sold me. She never advised on the lock pad ax my wall is to high. I wax notified by the armed response guard responding to a false alarm due to a malfunctioning system, Lack of product knowledge and very rude even to shouted at the well informed technician. I sent her numerous emails and text messages including her branch manager Victor to express my frustration about their ill customer experience and to date I have heard nothing from them. My last call to Beverly was about the promise she made in that she always in contact her customers and that so she doesn’t neglect any of her customers. I asked her why is she treating me differently and I quote verbatim “You’re just one of those customers” I asked her what she meant she became so defensive, I still don’t know what she meant and assumed that it’s because ethnicity. Then I received a call from Sivuyile Matyolo (community operations manager) who introduced himself as Victor to convince me not to cancel my contract and that I will be working with him as a brother, the most senseless conversation ever. Sivuyile got to a point where he asked me to send him a copy of my carbon copy contract yet FADT is in possession of the original contract.

He also asked me if the previous owner didn’t tell me about the additional WAAP fee which their dedicated employee Beverly Strydom failed to advise on as the Subject Matter Expert. Imagine if the property was a late estate sales, then what FADT?

I have had issues with the unit since contract inception in May and have been phoning FADT almost every second day. Technician only came in for inspection on the 26 August and confirmed that it was indeed a technical fault from installation and fixed it. 3 month of misery alarm being triggered by anything even a fly and I was expected to pay a call out fee for their mess. Now I am cancelling the contract not because I wanted but forced to do because of the ridiculous service I am being forced to pay early penalty fee which I will not pay. I have been dealing with Nolyne Beesteboer (Customer Relations Coordinator) with selective hearing. My last call to Beverly on the 26 August she hung up on me as o was trying to get clarity on additional fee she wanted me to pay. I called the Branch Manager, Victor to escalate bad employee conduct, followed up via sms to no avail! I will never refer customers like me to FADT as alluded by on of their employees Beverly Strydom “You’re one of those customers”