We’re good enough to make payment but not to receive a service

Three months ago we moved to our own little piece of heaven, right next to the Ingogo River, a mere 20 minutes drive from Newcastle.

About 6 weeks ago , Mr Cas Joubert from ALS Boerdery phoned us and informed us that our property was set on fire, and that his son was tending to it for us. We rushed back from Dundee and we were so grateful for the assistance and neighbourly support - despite the fact that we have not yet met any of our new "neighbours". We felt welcome. At this time my husband first contacted Ithemba Security Services and requested their services - and a few more times thereafter. No one ever came back to him.

On 16 September I finally went to Ithemba Security Services office in Newcastle and requested them to assist us with installation of a monitored security system and monitoring of the electric fence around our property as we had some minor incidents involving the locals. Their offices are beautiful and the staff were very friendly and eager to assist - but now few weeks later and it is clearly a case of "Bo Blink, Onder Stink".

A representative came the next day and promised us a quote by no later than 19 September, whereafter they will do the necessary installations and proceed with monitoring our property. After having had to request the quotation a few times, we received it by mail on 21 September. We however requested that they amend it as what was suggested for us would not suffice due to the pets we keep. My husband had to again make numerous request for the amended quotation and finally received it last week. He made payment immediately. Once again we had no feedback from anyone at Ithemba Security Services. My husband phoned on Friday, a few times, and again received no satisfactory assistance - despite the fact that he spoke to the owner himself. At this point we wanted the assistance of a guard being placed at our property until the installation can be done as we have been suspecting that we are being watched and that someone have been able to enter our property on more than one occasion already. Nothing came of this request.

On Tuesday 4 October I drove to Ithemba Security Services office in Newcastle - at this time we still had no feedback or any indication when installation will take place and monitoring will commence. I explained this dilemma and was assured that they will let me know by no later than that afternoon exactly when they will start - once again, we received absolutely no feedback or communication from anyone.

Wednesday, 5 October 2022 we woke to our entire electric fence having been cut at two points, about 25 meters apart. It is apparent that the culprits had to have access to the property at one point during the night in order to de-activate the electric fence box which is located in our garage, separate from the house. We suspect this was during loadshedding as this is the only time our own security cameras did not record anything. If a guard was in place, or the installation attended to - or we at least had feedback from Ithemba Security Services on when to expect said installation to take place - we could have possibly had something in place to avoid this.

My husband phoned Mr Andre Potgieter - not even ringing through, suspect he blocked my husband's number after Friday's last phone call. I sent messages to Ithemba on their whatsapp number (as we don't have reception here), messages were read but not responded to. My husband provided me with the owner's number to see if I can get hold of him as my husband can't. I sent a message, it was read and once again (no surprise by this time) no response. Later my husband informed me that he eventually spoke to the owner and that he informed my husband that Ithemba Security Services is "helping" us ..... where and how I still have no idea. My husband voiced his frustration and instead of them offering to assist us ASAP, he stated that we should find some other service provider - clearly, us on our little 2 ha land are not big enough fish to be bothered to be provided with good service. Or any service at all.

To date we have not received our funds back.