utterly disappointed

I am writing to raise a serious concern about the handling of the alarm event on the morning of the 10 November 2025, 08:15–. I received a call from a gentleman who said he was Dithako Mashego, He informed me that the alarm on my vehicle had gone off, which I acknowledged, but then he failed to guide me through what the next steps were.

When I stated I was some distance from the car, he told me the location of the vehicle, and I confirmed that this was indeed where I had parked it. He then asked what I wanted to do, at which point I told him to carry out his role as a “tracking” company. His response was that they had other alarms to attend to, which made me feel my vehicle’s safety was not a priority and that I was treated as unimportant.

Because of the alarm and the dismissive attitude, I cancelled my meeting and rushed to check on the vehicle to ensure its safety. Surely this is not the level of service one expects from a professional tracking company.

I would appreciate the following:

Clarification of your standard operating procedure when an alarm is triggered (for example: if a call is made, what information should be given, what actions will your company take, what response times may apply).

Explanation of why I was told “we have other alarms to attend to” instead of being offered assistance or advice as to what I should do.

A formal apology for the poor customer service experience, as well as reassurance that steps will be taken to improve both the communication and the attitude of call center / monitoring staff.

I value the protection provided by your service and wish to continue as a customer, but this incident has caused me to question the reliability and standard of support I can expect.