M
MICKEY
Active since Mar 2022
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2 reviews2 months ago
ormal Complaint - Failure to Respond to Alarm Event and Resulting Business Burglary on 21 February 2026.
Dear ITHUBA Protection Services Management, I am writing to formally lodge a complaint regarding the burglary that occurred at our business premises on 21 February 2026 while the alarm system was fully armed and under your monitoring service. According to your records, the building was armed at 17h54 on 20 February 2026. However, at 01h01 on 21 February 2026, there was a power failure registered on your system. We were informed that this event was visible on your monitoring platform, yet no report was made to us and no armed response was dispatched to investigate the cause of the power failure. The intruders gained forced entry through the kitchen door, which is fitted with a security tag, and proceeded to trip the main electricity switch on the DB box located in the kitchen. They then stole business assets to the value of approximately R250,000. We find it extremely concerning and unacceptable that: 1. The power failure signal at 01h01 was neither reported nor attended to. 2. No response team was dispatched to investigate the cause of the power interruption until we notified the company of the break-in on the 22 February 2026 at 14h00. 3. The monitoring of low battery and related alerts, as stipulated in our signed contract (copy attached), was not effectively acted upon. We have fully comp**** with all required security protocols on our part, including ensuring the alarm system was armed and that all security measures were in place. It is therefore deeply disappointing that the very service we contracted to safeguard our business failed at a critical moment. Your position that you are not liable for any compensation despite the failure to act on the 01h01 signal is unacceptable. The lack of response directly contributed to the extent of our losses. This email is copied to PSIRA and the Consumer Ombudsman for their awareness and further intervention, as we believe there has been a clear failure in service delivery and contractual obligations. We request a formal written response within 7 days from receipt of this email, outlining: • A full incident report from your monitoring centre • An explanation as to why the power failure signal was not actioned • Your reconsideration of compensation for the losses incurred We feel severely let down by a company entrusted with the responsibility of protecting our business from exactly this type of ******** activity. We look forward to your response.
0 replies
3 months ago
Bank Card *****
I am writing to formally lodge a complaint regarding the lack of feedback and resolution on my ***** case, which was reported on 14 November 2025. On the above date, my Capitec bank card was *****ulently used to make an unauthorised online purchase at Shein. I immediately reported the incident to Capitec Bank and was advised that feedback would be provided within 45 days. In addition, I opened a case with the South African Police Service, reference CAS 382/11/25, which was also shared with Capitec. For ease of reference, the Capitec ***** reference number is 141616140. Despite the assurances given, I have not received any formal feedback or outcome to date. Over the past three weeks, I have contacted the ***** Centre at least twice a week seeking updates. I have been informed that: The case was allegedly closed on 18 November 2025, and My enquiry has been escalated to the relevant department and the agent who handled the investigation. This response is unsatisfactory and unacceptable, particularly given that I suffered a direct financial loss. Closing a ***** case without providing feedback, explanation, or resolution undermines my confidence in the bank’s commitment to protecting its clients against *****. I therefore request the following as a matter of urgency: A written explanation for the closure of my case; A detailed outcome of the investigation conducted; Clarification on whether the disputed amount will be reimbursed, and if not, the reasons thereof; Confirmation of the steps taken by Capitec to safeguard my account and prevent further unauthorised transactions. I trust that this matter will now receive immediate attention. Should this issue remain unresolved, I will have no option but to escalate the matter through Capitec’s formal complaints process and, if necessary, the relevant banking ombudsman.
336 replies
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