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cB
chantal B

1 reviews | Active since Dec 2012

17 Nov 2022, 10:50

Pathetic service, no sense of urgency

I don't know who to report a complaint to but yesterday, we had an incident where a 28 gangster ran into our yard because some people were chasing him.Luckily our gate was locked but he was banging on the door for us to open. There was a whole commotion outside. We immediately hit the emergency button ang got a call 5 minutes later which is not good enough!If I hit an emergency button, I expect a call within a minute!!! The "emergency patrol" came out 30 minutes later.Now in that 30 minutes, we could've been injured or DEAD! He was struggling to find the house, he was never minded when he eventually got there.

the patrol guy didn't get out to check, didn't take down a report, didn't do anything besides making us feel like we wasted his time by calling him because by then, the community already assisted. PLEASE EXPLAIN TO ME WHY WE PAYING YOU? YOU DONT EVEN PATROL. WE PAY YOU A MONTHLY FEE FOR FUN! and dont give me a stupid blanket reply like the below because I will cancel my service

"We take note of your comments. These have been communicated to our Management Team. You will be contacted by our Social Media Officer as soon as possible to discuss further. Kind regards Fidelity-Adt"

0
Replies (8)
Fidelity Security Services
Fidelity Security Services's reply17 Nov 2022, 12:08
Official
Dear Chantal Botha

Thank you for bringing this to our attention.  

We apologise for any inconvenience caused.  You spoke to the Social Media Officer earlier and your concerns will be escalated to the Armed Response Manager of your area to call you to further discuss.

Kind Regards 
Fidelity-Adt
cB
chantal B's update17 Nov 2022, 16:00
Reviewer Update
I would like to thank the social media officer, Natasha for being on top of this request. Not only did she call me but she said Antonie Swannepoel was going to call me back and he did. Antonie was so nice, he listened to me. Both Natasha and Antonie empathized and understood where I was coming from. I was assured that my query was being looked at. I appreciate you both getting back to me. Thank you!
Fidelity Security Services
Fidelity Security Services's reply17 Nov 2022, 16:27
Official
Dear Chantal Botha

Thank you so much for the awesome compliment.  I will forward this to both our Managers.

Have a fantastic evening further.

Kind Regards 
Fidelity-Adt

Fidelity Security Services
Fidelity Security Services's reply18 Nov 2022, 11:03
Official
Dear Chantal B

Antonie says thank you for taking the time to load the compliment.  Much appreciated.

Enjoy your weekend further and stay safe.

Kind Regards
Fidelity-Adt
cB
chantal B's update29 Nov 2022, 10:27
Reviewer Update
Hi,

Can I please cancel this service...

I sent a complaint last week, the lady dealing with the social media got back to me and appreciated the assistance. Antonie S, was also very helpful.

We were told that the there would be visible patrolling but nothing has changed, no patrolling at all.

last night our place was vandalized and yet no patrolling at all.

Please contact the account holder...(I sent all personal info in my email)

Please call him as he would like to cancel his service asap.
At this point we are really wasting our money paying a fee for absolutely nothing.

Thank you
Fidelity Security Services
Fidelity Security Services's reply29 Nov 2022, 13:42
Official
Dear Chantal B
 
We apologise for the inconvenience caused. You will be contacted by Antonie as soon as possible to discuss further. 
. 
Kind Regards 
Fidelity-Adt 

 
 



cB
chantal B's update09 Dec 2022, 17:01
Reviewer Update
Hi,

I have asked you to contact the account holder.

The details was added in the email I sent.

Please contact him.

We have also emailed the followingwirg no respons.

"Nuraan Arabie [Fidelity-ADT]" <***>, ***, Intelligencereports <***>, FADT-Secure Drive <***>, ContactCentreCoastal <***><


Fidelity Security Services
Fidelity Security Services's reply12 Dec 2022, 15:07
Official
Dear Chantal B

Our Armed Response Manager has been trying to make telephonic contact with the Account Holder and have e-mailed them. See below.  He is waiting for their response to the e-mail, or a call.  Could you please advise them of this?  

From: Antonie Swanepoel [Fidelity-ADT] <***> 
Sent: Tuesday, December 6, 2022 1:01 PM
To: ***
Cc: Natasha Goliath [Fidelity-ADT] <***>
Subject: Cancellation

Afternoon Ms. Botha

I'm the Community Operations Manager for your area.
I was contacted by Natasha from our escalations department regarding your request to cancel. I've been trying to get a hold of you a couple of times to discuss the situation surrounding your cancellation request. 

Could you give me a time that will suit you so that I can call you?

Regards,
Antonie Swanepoel
Community Operations Manager
***
***  

Regards 
Fidelity-Adt