Disgruntled Customer

Good day

My alarm system has malfunctioned last night 04 September 2026. The control centre called me, and we were on the phone for almost 1 hour trying to troubleshoot the system but nothing worked. The Operator then told me she would send a technician in the morning to come check the system.

I did a follow up check at 9am today the 05 September 2026 and there is no technician that was informed about my situation. I was contacted by your Central Operators (Sipatie and Telolo) who told me they could get a standby technician out but it would be at an inflated cost.

I have the Maintenance Cover that I took this year Jan 2026. On this agreement I make additional payments that cover 4 free callouts a year for situations like what I’m currently experiencing. I was told by Sipatie and Telolo (Midrand Control Centre) that unfortunately weekends are not covered and I must pay the weekend callout fee… If I didn’t want to pay, I must wait till Monday.

First Question: Why am I paying for this additional cover when you cannot help me in my time of need?

Second Question: Where in the agreement does it say that weekends won’t be covered because there is none? Please also check the voice recording of me and the agent who sold me this service. There is no such stipulation.

You cannot choose when and how to apply this rule if its not in my agreement.