Cancellation Request and Complaint Regarding Faulty Device & Lack of Support

Good day.

I am extremely disappointed with the service I have received and am writing to formally request the immediate cancellation of my contract.

Despite numerous emails, messages via the app, phone calls, and even activating the panic button, I have received no meaningful support regarding the malfunctioning armband device. I initially lodged a complaint months ago and was told by a manager that the matter would be investigated — yet to this day, no one has responded or resolved the issue.

I have been paying monthly for a service that has not been functioning as promised — particularly unacceptable for a safety device intended to provide protection. The lack of responsiveness, the delays when the panic button is pressed, and the unprofessional attitude of staff when I call, are all deeply concerning.

As a woman relying on this for personal safety, this level of service is not only disappointing — it is dangerous.

I therefore demand the following:

Immediate cancellation of my contract.

A full refund from the date I first raised this issue to present, due to non-delivery of service.

Should this matter not be resolved urgently, I will have no choice but to escalate this complaint through the appropriate consumer protection channels.

I expect written confirmation of cancellation and details regarding the refund without further delay as it's been a year and I have proof of this on email and WhatsApp.