Based on recent customer reviews, Fidelity Secure Drive faces severe and systemic service failures across virtually every dimension of its business. Customers consistently report non-functional tracking devices, unresponsive customer service, billing disputes after cancellation, and panic buttons that fail during emergencies. The overwhelming majority of reviews describe frustration, broken promises, and a fundamental breakdown in the security value proposition.
Top Strengths:
- •Customer Service & Communication: A small number of customers praise individual agents like Charity Ramatsitsi, Bianca, Mamahudu Makotanyane, and Masechaba for going above and beyond. These isolated bright spots stand out against a largely negative backdrop.
TrustIndex
3.2
Score
NPS Score
-100
Recommended: Unlikely
Apr '25 - Mar '26
Recent reviews (63)
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
Cancellation of Subscription – Fidelity Secure Drive
I would like to formally request the cancellation of my subscription with Fidelity Secure Drive with immediate effect. Over the past four weeks, I have repeatedly been promised that a technician would be sent to inspect the device installed in my vehicle. Unfortunately, despite these assurances, no technician has attended to the issue. I have also been informed on several occasions that I had been contacted, which is not accurate. This level of service has caused me serious concern regarding the reliability of the system, particularly in situations where vehicle recovery would be critical. As a result, I no longer have confidence in the service being provided. Please treat this email as a formal request to cancel my subscription and confirm the cancellation in writing. Kindly also advise if there are any further steps required from my side to finalize the cancellation.
1 reviews | Active since Jan 2020
Cancellation of Subscription – Fidelity Secure Drive
I would like to formally request the cancellation of my subscription with Fidelity Secure Drive with immediate effect. Over the past four weeks, I have repeatedly been promised that a technician would be sent to inspect the device installed in my vehicle. Unfortunately, despite these assurances, no technician has attended to the issue. I have also been informed on several occasions that I had been contacted, which is not accurate. This level of service has caused me serious concern regarding the reliability of the system, particularly in situations where vehicle recovery would be critical. As a result, I no longer have confidence in the service being provided. Please treat this email as a formal request to cancel my subscription and confirm the cancellation in writing. Kindly also advise if there are any further steps required from my side to finalize the cancellation.
1 reviews | Active since Jan 2020
Failure of service delivery and very bad customer service
Now tell me if this is far🤔I joined fidelity secure drive in November 2025 after I bought my car,they came and installed the tracker however they panic button kept on sending false alarms which caused them to call me every 2 seconds,I raised the issue to them as I was also tired of answering my phone every now and them,they declared it faulty and said they would send a technician to come and look into it(I was told to expect a call for scheduling)from early December until February 2026 I waited for that call,mind you the alarm is no longer responding which is as good as the car has no tracking device...that time the car works everyday as an Uber and I pay every month.I did follow ups,I kept on getting the same promise, someone will call but nobody did until I ended up complaining to their client care,they lady I spoke to assured me that on Monday a technician will come to take a look on it, Monday came,nobody showed up nor even communicated, Tuesday morning I got a WhatsApp text from a technician "after I complained again",I gave him my driver's number to check availability as no appointment was made and the car also transports school kids,the technician told my driver to meet him at Hyundai Midrand,my driver waited there for almost an hour and by that time he had to go pick up school kids,I told him to leave the tracker and go as I was already in trouble with parents to cut the story shot,I called to cancel and they say I should pay R 2049 cancellation fee..for what exactly,I'm the one who was failed here,I did not just wake up and decide to cancel,and now I have to pay aswell🤔are they not the ones who are supposed to refund me and to also reimburse me for failure of service delivery?fidelity secure drive please balance me here.Is this how you work?get people to join your services,lead them to cancellation by giving them the worst experience so that you can benefit from the cancellation fee?
1 reviews | Active since Jan 2020
Failure of service delivery and very bad customer service
Now tell me if this is far🤔I joined fidelity secure drive in November 2025 after I bought my car,they came and installed the tracker however they panic button kept on sending false alarms which caused them to call me every 2 seconds,I raised the issue to them as I was also tired of answering my phone every now and them,they declared it faulty and said they would send a technician to come and look into it(I was told to expect a call for scheduling)from early December until February 2026 I waited for that call,mind you the alarm is no longer responding which is as good as the car has no tracking device...that time the car works everyday as an Uber and I pay every month.I did follow ups,I kept on getting the same promise, someone will call but nobody did until I ended up complaining to their client care,they lady I spoke to assured me that on Monday a technician will come to take a look on it, Monday came,nobody showed up nor even communicated, Tuesday morning I got a WhatsApp text from a technician "after I complained again",I gave him my driver's number to check availability as no appointment was made and the car also transports school kids,the technician told my driver to meet him at Hyundai Midrand,my driver waited there for almost an hour and by that time he had to go pick up school kids,I told him to leave the tracker and go as I was already in trouble with parents to cut the story shot,I called to cancel and they say I should pay R 2049 cancellation fee..for what exactly,I'm the one who was failed here,I did not just wake up and decide to cancel,and now I have to pay aswell🤔are they not the ones who are supposed to refund me and to also reimburse me for failure of service delivery?fidelity secure drive please balance me here.Is this how you work?get people to join your services,lead them to cancellation by giving them the worst experience so that you can benefit from the cancellation fee?
1 reviews | Active since Jan 2020
Lack of Accountability: Fidelity Security Services Rosebank Mall
Date & Time: 15 December 2025 at approximately 16:39. Location: Rosebank Mall parking area. The Event: A Fidelity Security Services employee, Mr. Donet Mashele, struck the claimant’s parked Kia Cerato (Silver Grey, HT 66 WM GP) while operating an electric three-wheeled scooter. Police Report: The incident was reported at Rosebank Police Station (Ref: 1090/12/2025). The Dispute & Lack of Service Initial Cooperation: The Security Manager, Mr. Rudi Van Aarde, initially acknowledged the incident, apologized, and requested vehicle details and insurance information. Compliance: Following instructions from Fidelity, the claimant submitted three repair quotations and an affidavit confirming he would not claim from his own insurance on 12 January 2026. The Issue: Despite full compliance and numerous follow-ups since mid-January, Fidelity Security Services has failed to provide any assistance or resolution. Demand for Settlement The legal demand issued on 03 February 2026 requires Fidelity to pay: R4,100.00 for vehicle repairs (based on the lowest quote). R5,000.00 in professional legal fees incurred due to their lack of responsiveness. There has been no communication and it seems the matter is being ignored despite my cordial approach to the matter.
1 reviews | Active since Jan 2020
Lack of Accountability: Fidelity Security Services Rosebank Mall
Date & Time: 15 December 2025 at approximately 16:39. Location: Rosebank Mall parking area. The Event: A Fidelity Security Services employee, Mr. Donet Mashele, struck the claimant’s parked Kia Cerato (Silver Grey, HT 66 WM GP) while operating an electric three-wheeled scooter. Police Report: The incident was reported at Rosebank Police Station (Ref: 1090/12/2025). The Dispute & Lack of Service Initial Cooperation: The Security Manager, Mr. Rudi Van Aarde, initially acknowledged the incident, apologized, and requested vehicle details and insurance information. Compliance: Following instructions from Fidelity, the claimant submitted three repair quotations and an affidavit confirming he would not claim from his own insurance on 12 January 2026. The Issue: Despite full compliance and numerous follow-ups since mid-January, Fidelity Security Services has failed to provide any assistance or resolution. Demand for Settlement The legal demand issued on 03 February 2026 requires Fidelity to pay: R4,100.00 for vehicle repairs (based on the lowest quote). R5,000.00 in professional legal fees incurred due to their lack of responsiveness. There has been no communication and it seems the matter is being ignored despite my cordial approach to the matter.
1 reviews | Active since Jan 2020
Worst and disappointing experience with Fidelity SecureDrive
My experience with Fidelity SecureDrive has been extremely disappointing. Their service has been the worst I have ever encountered, and their customer service is equally poor. The staff I dealt with were unprofessional and unhelpful. They installed a tracking device and a panic button in my vehicle in 2024. In December 2024, I took my car for a service, during which the battery was removed, yet I received no alert from the tracking system. My panic button also stopped functioning. I reported the issue multiple times via calls and emails. Although they promised to send a technician, nothing happened until I posted a review on Hellopeter. At the beginning of 2025, a technician finally came out, but the problem remained unresolved. I continued contacting them through calls and emails, but up to this day (2026), nobody has assisted me. Due to the lack of support, I eventually stopped their debit orders. Only then did they pay attention — but for the wrong reasons. Their finance department started calling me daily demanding payment arrangements. Whenever I explained the ongoing issue with their system, they would simply hang up. The most frustrating part is that they keep calling me every day without offering any solution to the actual problem. I wouldn't recommend this tracking device to even my worst enemy!
1 reviews | Active since Jan 2020
Worst and disappointing experience with Fidelity SecureDrive
My experience with Fidelity SecureDrive has been extremely disappointing. Their service has been the worst I have ever encountered, and their customer service is equally poor. The staff I dealt with were unprofessional and unhelpful. They installed a tracking device and a panic button in my vehicle in 2024. In December 2024, I took my car for a service, during which the battery was removed, yet I received no alert from the tracking system. My panic button also stopped functioning. I reported the issue multiple times via calls and emails. Although they promised to send a technician, nothing happened until I posted a review on Hellopeter. At the beginning of 2025, a technician finally came out, but the problem remained unresolved. I continued contacting them through calls and emails, but up to this day (2026), nobody has assisted me. Due to the lack of support, I eventually stopped their debit orders. Only then did they pay attention — but for the wrong reasons. Their finance department started calling me daily demanding payment arrangements. Whenever I explained the ongoing issue with their system, they would simply hang up. The most frustrating part is that they keep calling me every day without offering any solution to the actual problem. I wouldn't recommend this tracking device to even my worst enemy!
1 reviews | Active since Jan 2020
Very bad service experience.
Had their tracking device installed in November 2025,it kept on reporting false alarms which caused them to call non-stop,I raised that with one of their consultants since they would call every 2 minutes to respond to the false alarm,he said he would log it then I would receive a call from the technician for checkup Nd repairs,months passed by I never received any call,In fact the only call I receive from fidelity when I answer they will be a lady busy chatting with "don't know if it's her friends or colleagues",at first I thought maybe it was a wrong dial but it happens often, I'd be holding my phone busy saying hello and she'd be talking and laughing on the other side which makes me feel like a fool,I've been calling to follow up but continue getting empty promises,the last time I called February 2026 the lady assured me a technician will come on Monday 08 Feb 2026,I never received a call,no body showed up...it's been 5 months now since I've been paying for a useless tracking device and only because if I opt for cancellation I will have to pay cancellation fee though it's not my fault🚮.
1 reviews | Active since Jan 2020
Very bad service experience.
Had their tracking device installed in November 2025,it kept on reporting false alarms which caused them to call non-stop,I raised that with one of their consultants since they would call every 2 minutes to respond to the false alarm,he said he would log it then I would receive a call from the technician for checkup Nd repairs,months passed by I never received any call,In fact the only call I receive from fidelity when I answer they will be a lady busy chatting with "don't know if it's her friends or colleagues",at first I thought maybe it was a wrong dial but it happens often, I'd be holding my phone busy saying hello and she'd be talking and laughing on the other side which makes me feel like a fool,I've been calling to follow up but continue getting empty promises,the last time I called February 2026 the lady assured me a technician will come on Monday 08 Feb 2026,I never received a call,no body showed up...it's been 5 months now since I've been paying for a useless tracking device and only because if I opt for cancellation I will have to pay cancellation fee though it's not my fault🚮.
1 reviews | Active since Jan 2020
Don't bother getting them
They don't answer there customer service call and their app doesn't work.
1 reviews | Active since Jan 2020
Don't bother getting them
They don't answer there customer service call and their app doesn't work.
1 reviews | Active since Jan 2020
FIDELITY SECURE DRIVE very poor service
They came to install tracker on my Car it's 20 days, since installation the tracker is not working when I call they promise to call back and no calls from them, no reply on mails or even Facebook. Very bad service 💔💔, what is something happens to my car and I am paying them with them not providing me with their service.
1 reviews | Active since Jan 2020
FIDELITY SECURE DRIVE very poor service
They came to install tracker on my Car it's 20 days, since installation the tracker is not working when I call they promise to call back and no calls from them, no reply on mails or even Facebook. Very bad service 💔💔, what is something happens to my car and I am paying them with them not providing me with their service.
1 reviews | Active since Jan 2020
Uses car track ever
Fedility tracker “amber”…….never never join that tracker,very rude agent when looking for answers on your ****** car,when u try track your car u will be told to first open a case then they will attend you….thier app shows incorrect location of the car….panic buttons not working,they will not call when the battery disconnects…they are just uses….do not join please..
1 reviews | Active since Jan 2020
Uses car track ever
Fedility tracker “amber”…….never never join that tracker,very rude agent when looking for answers on your ****** car,when u try track your car u will be told to first open a case then they will attend you….thier app shows incorrect location of the car….panic buttons not working,they will not call when the battery disconnects…they are just uses….do not join please..