

Fidelity Security Services
Based on recent customer reviews, Fidelity Security Services faces severe criticism across virtually every dimension of its service. Customers consistently report failures in emergency response, aggressive billing practices after cancellation, faulty equipment left unrepaired for months, and a customer service experience marked by unanswered calls, ignored emails, and broken callback promises. The overwhelming negativity paints a picture of systemic operational failure.
Replied to 81% of negative reviews
Typically takes less than 35 hours 32 min to reply
TrustIndex
2.7
Score
Ranking
#4
in Home & Business Security
Avg Reply
35 hours 6 minutes
NPS Score
-95
Recommended: Unlikely
Replied to 81% of negative reviews
Typically takes less than 35 hours 32 min to reply
May '25 - Apr '26
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
On the 25 January 2026 I was involved in a car accident with Fidelity Security Services Company vehicle. I lodged the complaint at their Head Office. I called in spoke with a lady by the name Demi Patrick, she sent me a form to complete then requested supporting documents and pictures of the accident . All that was completed and submitted successfully to her. Weeks went by as they never called me back, I kept on calling this lady many many times she told me the other day that she's waiting for a document from her Head office believe me when I say that wait was more than a week. Up until I suggested to escalate the matter to her senior. She provided me with an email address (odettema@fidelity-services.com) with no contact number. I sent the an e-mail to the address provided I even copy Demi in the email. Up-to-date there is no response. There is no acknowledgement of the email ..nothing. My claim reference no is : AC37052- 25/01/2026 -HK742KGP Now I am pleading to you to assist me on this matter as my car is in a bad state and I use my car to and from work..Your speedy response will be highly appreciated. Thank you Mrs Busiswa Gubudel
1 reviews | Active since Jan 2020
On the 25 January 2026 I was involved in a car accident with Fidelity Security Services Company vehicle. I lodged the complaint at their Head Office. I called in spoke with a lady by the name Demi Patrick, she sent me a form to complete then requested supporting documents and pictures of the accident . All that was completed and submitted successfully to her. Weeks went by as they never called me back, I kept on calling this lady many many times she told me the other day that she's waiting for a document from her Head office believe me when I say that wait was more than a week. Up until I suggested to escalate the matter to her senior. She provided me with an email address (odettema@fidelity-services.com) with no contact number. I sent the an e-mail to the address provided I even copy Demi in the email. Up-to-date there is no response. There is no acknowledgement of the email ..nothing. My claim reference no is : AC37052- 25/01/2026 -HK742KGP Now I am pleading to you to assist me on this matter as my car is in a bad state and I use my car to and from work..Your speedy response will be highly appreciated. Thank you Mrs Busiswa Gubudel
1 reviews | Active since Jan 2020
25 Jan 26 Fidelity bakkie knocked my vehicle from behind, I submitted all documents for a claim but nothing has been until this far.
1 reviews | Active since Jan 2020
25 Jan 26 Fidelity bakkie knocked my vehicle from behind, I submitted all documents for a claim but nothing has been until this far.
1 reviews | Active since Jan 2020
Hi signed up for the services in end of September, when I signed the guy told me I had 3 months free, meaning my debit orders would only start going off in January. I got debited the next month,I could not get hold of the guy who signed me up,he would not respond to my texts ,i later learned he resigned. I reversed the money the next month as they were still debiting,I have made several attempts to get my account in order and for them to rectify with no luck, as it stands it is affecting my credit rating, the alarm system is not even operational. I am no longer interested in their services, I would like my contract to be terminated as there is a breach in our agreement. And most importantly my credit profile to be fixed as this is not on me,I wanted to provide business and have services rendered, it seems thats not the case.
1 reviews | Active since Jan 2020
Hi signed up for the services in end of September, when I signed the guy told me I had 3 months free, meaning my debit orders would only start going off in January. I got debited the next month,I could not get hold of the guy who signed me up,he would not respond to my texts ,i later learned he resigned. I reversed the money the next month as they were still debiting,I have made several attempts to get my account in order and for them to rectify with no luck, as it stands it is affecting my credit rating, the alarm system is not even operational. I am no longer interested in their services, I would like my contract to be terminated as there is a breach in our agreement. And most importantly my credit profile to be fixed as this is not on me,I wanted to provide business and have services rendered, it seems thats not the case.
1 reviews | Active since Jan 2020
ADT/FIDELITY SECURITY RESIDENTIAL SERVICES . This is the worst residential security company. They have *********** staff from admin through response teams. I had two intrusions and items ****** from my property. As is required the response teams has to write a statement of findings - this they cannot do. Second time I was asked to write the statement. Admin is absolutely useless. No response to emails. I Cancelled and gave them a month's notice as required and confirmed with Mpho that no further debits will go off. SUDDENLY ON 13 MARCH A LARGE DEBIT GOES THROUGH MY BANK ACCOUNT. NO NOTIFICATION AS TO WHY IR STATEMENT RECEIVED.
1 reviews | Active since Jan 2020
ADT/FIDELITY SECURITY RESIDENTIAL SERVICES . This is the worst residential security company. They have *********** staff from admin through response teams. I had two intrusions and items ****** from my property. As is required the response teams has to write a statement of findings - this they cannot do. Second time I was asked to write the statement. Admin is absolutely useless. No response to emails. I Cancelled and gave them a month's notice as required and confirmed with Mpho that no further debits will go off. SUDDENLY ON 13 MARCH A LARGE DEBIT GOES THROUGH MY BANK ACCOUNT. NO NOTIFICATION AS TO WHY IR STATEMENT RECEIVED.
1 reviews | Active since Jan 2020
YOOOOO I AM NOT HAPPY WITH THE FIDELITY SECURITY SERVICES MY DAD SEND THEM AN EMAIL TO CANCELL THEIR SERVICES WITH THEM BECAUSE HE IS A PENSIONER HE CAN'T AFFORD THEIR SERVICES. THEY NEVER RESPOND TO THEIR EMAILS.THEY CONTINUE BILLING MY DAD HE PAID THE R1677.11 WHEN HE FINISHED, WE SEND THEM AN EMAIL AGAIN ABOUT CANCELLING THEIR SERVICES. THEY CONTINUE BILLING MY DAD THEN ONLY IN JANUARY THEY CAME BACK AND SEND US THE CANCELLATION FORM MY DAD FILL IT AND WE EMAIL IT BACK TO THE GUY'S NAME BOITUMELO MSIMANGO. THEN AGAIN, THEY SEND AN SMS TO MY DAD SAYING HE ID OWING AGAIN R1250 MY DAD PAID IT AGAIN AND WE SEND PROOF OF PAYMENT AND MENTION AGAIN THAT WE ARE STILL CANCELLING THEIR SERVICES. TODAY A LADY NAME TUMELO CALL MY DAD AND SAY MY IS OWING AGAIN R700. THE FIDELITY SECURITY COMPANY IS JUST MAKING MONEY WITH MY DAD THEY ARE FORCING MONEY OUT OF MY DAD HE IS A PENSIONER AND I DONT KNOW WHERE DO THEY THINK HE IS GETTING THE MONEY. CAN THEY STOP BILLING MY DAD AND DO THEIR JOB GO THROUGH THEIR EMAILS EVERYDAY TO SEE WHEN PEOPLE SEND EMASILS TO CANCELL. BAD SERVICE
1 reviews | Active since Jan 2020
YOOOOO I AM NOT HAPPY WITH THE FIDELITY SECURITY SERVICES MY DAD SEND THEM AN EMAIL TO CANCELL THEIR SERVICES WITH THEM BECAUSE HE IS A PENSIONER HE CAN'T AFFORD THEIR SERVICES. THEY NEVER RESPOND TO THEIR EMAILS.THEY CONTINUE BILLING MY DAD HE PAID THE R1677.11 WHEN HE FINISHED, WE SEND THEM AN EMAIL AGAIN ABOUT CANCELLING THEIR SERVICES. THEY CONTINUE BILLING MY DAD THEN ONLY IN JANUARY THEY CAME BACK AND SEND US THE CANCELLATION FORM MY DAD FILL IT AND WE EMAIL IT BACK TO THE GUY'S NAME BOITUMELO MSIMANGO. THEN AGAIN, THEY SEND AN SMS TO MY DAD SAYING HE ID OWING AGAIN R1250 MY DAD PAID IT AGAIN AND WE SEND PROOF OF PAYMENT AND MENTION AGAIN THAT WE ARE STILL CANCELLING THEIR SERVICES. TODAY A LADY NAME TUMELO CALL MY DAD AND SAY MY IS OWING AGAIN R700. THE FIDELITY SECURITY COMPANY IS JUST MAKING MONEY WITH MY DAD THEY ARE FORCING MONEY OUT OF MY DAD HE IS A PENSIONER AND I DONT KNOW WHERE DO THEY THINK HE IS GETTING THE MONEY. CAN THEY STOP BILLING MY DAD AND DO THEIR JOB GO THROUGH THEIR EMAILS EVERYDAY TO SEE WHEN PEOPLE SEND EMASILS TO CANCELL. BAD SERVICE
1 reviews | Active since Jan 2020
Took the Command Elite package and was given the Command, they took their sweet time in sending an installer, sending installation certificate and finally rectifying their mistake.
1 reviews | Active since Jan 2020
Took the Command Elite package and was given the Command, they took their sweet time in sending an installer, sending installation certificate and finally rectifying their mistake.
1 reviews | Active since Jan 2020
1.panic button installed but no emergency response, what I am paying fedilty security for? 2 dangerous service, vehicle panic Button pressed several times but no response from fedilty security. 3 false sense of security-fedelity security panic Button does absolutely nothing. 4.what happens during real emergency? Fedilty security panic Button get zero response. 5.i am paying for safety but getting silence from fedilty security, infact from control room they ignores the panic alerts. I am ****ed of this matter because no one care,, I've been writing email to thier sinour management but no response at all. Fedi security in south Africa are ****ers.
1 reviews | Active since Jan 2020
1.panic button installed but no emergency response, what I am paying fedilty security for? 2 dangerous service, vehicle panic Button pressed several times but no response from fedilty security. 3 false sense of security-fedelity security panic Button does absolutely nothing. 4.what happens during real emergency? Fedilty security panic Button get zero response. 5.i am paying for safety but getting silence from fedilty security, infact from control room they ignores the panic alerts. I am ****ed of this matter because no one care,, I've been writing email to thier sinour management but no response at all. Fedi security in south Africa are ****ers.
1 reviews | Active since Jan 2020
I have requested to cancel urgently this account or service and I'm not getting help I was listed on transunion for failing to pay a service that was never rendered this is after they **** to me by saying the December double billing would be canceled and it was not I would never ever recommend ADT to anyone find an alternative company the agent that I was speaking to is Percival Nedzibangane
1 reviews | Active since Jan 2020
I have requested to cancel urgently this account or service and I'm not getting help I was listed on transunion for failing to pay a service that was never rendered this is after they **** to me by saying the December double billing would be canceled and it was not I would never ever recommend ADT to anyone find an alternative company the agent that I was speaking to is Percival Nedzibangane
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
This business's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Named consultants are praised repeatedly for patience, friendliness, and going above and beyond. Words like 'amazing,' 'star,' and 'gem' appear frequently, reflecting genuinely caring human interactions.
The most common complaint, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Customers appreciate premium reductions upon request but complain about unexplained annual increases, hidden excess charges, and debits continuing after cancellation. Transparency at policy inception is a recurring gap.
Industry comparison data is calculated from each business's overall AI Score against the industry average. Strongest themes typically include Agent Quality and Communication; weakest tend to be Repair Quality and Pricing. How is the AI Score calculated? →
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
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