Disgraceful Service

I am writing to raise a formal complaint regarding the disgraceful and ********* service I received from your company.

Upon moving into a newly purchased property—where the previous owner sadly passed away—I chose not to continue any contract with your company. In response, your technician attended the premises and maliciously locked the alarm system before leaving, despite the fact that your company had already removed the radio and no longer provides monitoring for this address. This was completely unprofessional and, I believe, done deliberately to extract a call-out fee from new residents, as only your company can unlock the system—at a cost of R250.

When I attempted to resolve this, I first spoke to a staff member named Charmain, who was shockingly rude, lacked basic manners, and showed zero empathy or understanding. Her conduct was entirely unacceptable. I then called your landline and spoke to someone named Farhad, who defended the technician despite being informed that the technician falsely claimed he had not touched the panel—when in fact, he had.

What made this worse is that I explained to Farhad I’m a single mother trying to settle into a new home. His response? He laughed on the call. If your calls are recorded, I urge you to listen to that call. The attitude displayed was appalling, heartless, and downright disgraceful.

Your business model—locking users out of their own alarm system after removing your equipment, then demanding a R250 call-out fee just to unlock it—is ********* and exploitative. It is shocking that such a practice continues unchecked.

In summary:

Your technician deliberately locked an inactive system.

Your admin staff, Charmain, was rude and unprofessional.

Farhad’s conduct was patronising and disrespectful.

The R250 fee is unjustifiable given the context and actions of your team.

You are running a business devoid of empathy and ethics. This experience has left me deeply disappointed and frustrated. I will not hesitate to escalate this matter further—to consumer protection bodies and on public forums—if this is not addressed promptly and fairly.