Fidelity Security Services
Verified Business
Fidelity Security Services
Verified Business
103 Reviews (last 12 months)
Responds in 35 hours 6 min
AI Review Summary
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.
Top Strengths:
- •Reliability, Trust & Value: A small number of customers praise individual guards such as Ronald Mgwambane Hasani for exceptional dedication, professionalism, and going above and beyond. The Menlyn Mall security team also received specific commendation.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
2.7Trustindex Rating
#4Ranked In Home & Business Security
35 hours 6 minutesAverage Time To Reply
-95 NPSRecommended: Unlikely
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
Review Distribution
1.2|103 Reviews
May '25 - Apr '26
5(3.1%)
4(0%)
3(1%)
2(2.1%)
1(93.8%)
5(3.1%)
4(0%)
3(1%)
2(2.1%)
1(93.8%)
Recent reviews (103)
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
BG
Buiswa G
1 reviews | Active since Jan 2020
18 Mar 2026, 08:54
Fidelity Security Services Company is delaying to payout
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
Helpful (0)
|Replies (0)BG
Buiswa G
1 reviews | Active since Jan 2020
18 Mar 2026, 08:54
Fidelity Security Services Company is delaying to payout
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
0
Replies (0)lG
lubabalo G
1 reviews | Active since Jan 2020
17 Mar 2026, 18:03
Accident
25 Jan 26 Fidelity bakkie knocked my vehicle from behind, I submitted all documents for a claim but nothing has been until this far.
Helpful (0)
|Replies (0)lG
lubabalo G
1 reviews | Active since Jan 2020
17 Mar 2026, 18:03
Accident
25 Jan 26 Fidelity bakkie knocked my vehicle from behind, I submitted all documents for a claim but nothing has been until this far.
0
Replies (0)KM
Keneiloe M
1 reviews | Active since Jan 2020
17 Mar 2026, 08:54
Credit score ruined for 3 free months payment that did not take place
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.
Helpful (0)
|Replies (0)KM
Keneiloe M
1 reviews | Active since Jan 2020
17 Mar 2026, 08:54
Credit score ruined for 3 free months payment that did not take place
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.
0
Replies (0)CM
Cynthia M
1 reviews | Active since Jan 2020
15 Mar 2026, 06:44
Worst Residential Security Company
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.
Helpful (0)
|Replies (0)CM
Cynthia M
1 reviews | Active since Jan 2020
15 Mar 2026, 06:44
Worst Residential Security Company
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.
0
Replies (0)MM
Marvelous M
1 reviews | Active since Jan 2020
12 Mar 2026, 13:29
BAD SERVICES
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
Helpful (0)
|Replies (0)MM
Marvelous M
1 reviews | Active since Jan 2020
12 Mar 2026, 13:29
BAD SERVICES
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
0
Replies (0)PN
Patience N
1 reviews | Active since Jan 2020
9 Mar 2026, 13:12
0861737483
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.
Helpful (0)
|Replies (0)PN
Patience N
1 reviews | Active since Jan 2020
9 Mar 2026, 13:12
0861737483
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.
0
Replies (0)SN
Sifiso N
1 reviews | Active since Jan 2020
4 Mar 2026, 19:38
1
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.
Helpful (0)
|Replies (0)SN
Sifiso N
1 reviews | Active since Jan 2020
4 Mar 2026, 19:38
1
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.
0
Replies (0)LN
Lucy N
1 reviews | Active since Jan 2020
17 Feb 2026, 23:26
Double December billing issues with cancelation
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
Helpful (0)
|Replies (0)LN
Lucy N
1 reviews | Active since Jan 2020
17 Feb 2026, 23:26
Double December billing issues with cancelation
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
0
Replies (0)