Credibility of Makopano security questioned

I had an incident whereby I had people break into my place on the 26 of November 2021. I was at work when the break-in took place, busy with a client and couldn’t attend to my phone. It was around 14:21 when the security company tried to contact me. About 7 minutes later I realised that I had 3 missed calls from the security company and 2 missed calls from my neighbor. I then immediately phoned my neighbour back to find out what was going on.

My neighbour told me that her husband who was at home at the time just phoned her and told her to call me and inform me that there’s been a break in at my place.

I then immediately phoned the security company to report the incident. Spoke to one of the consultants who then told me they would to check. I few minutes later the lady phoned me back to confirm the break in.

I then asked a friend of mine who was in the area at the time to go check what was happening. My friend went there and spoke to one of the response guys. This guy said that the alarm went off the first time and I picked up and told them that I was at home and that everything was fine, even gave them my safety code ( I have a video of this) These guys got to my place 20mins after the whole incident (My neighbour confirmed this as he waited outside for them to arrive)

According to the contract I signed with them, their response time is about 5mins. I actually think they only went to my place after I phoned them to report the incident. I feel they were negligent and them lying about me answering my phone makes me question their credibility.

The manager (Greg) phoned me on the afternoon of the day of the incident and said that they would investigate the matter, get call logs and then give feedback.

Monday morning he phoned me again and said that they are still waiting for the call logs. Around 3pm he called me again to tell me that he had received the call logs and it shows that I actually didn’t answer their call and they took 16mins to respond. He told me they apologize for what happened but will not be paying for the TVs as they are not an insurance company but a security company.

I asked that he forwards me the call logs and he said he’ll have to check if the POPI Act allows him to do so ( as if I’m not entitled to the information) Anyways, I sent him an email on the same day requesting the information, till this day he hasn’t sent me the information.

I sent the company an email on Tuesday, 30th of November requesting that they send me the outstanding balance on my account and terminate my contract . That email they promptly responded to and they they would terminate my contract however they seem to be stalling with the call logs.

I feel they didn’t value me as a client and were negligent in their service delivery and should be held accountable.