FS
Fidelity Security Services
Verified Business
FS
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Fidelity Security Services faces serious customer experience challenges across nearly every service dimension. Customers describe unresolved billing disputes, ignored cancellations, unreliable equipment, and slow or absent emergency response. While a small minority praise individual guards and on-site teams, the dominant narrative reflects broken trust, poor communication, and a commercial relationship that feels coercive rather than protective.
TrustIndex
2.4
Ranking
#4
in Home & Business Security
NPS Score
-86
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Fidelity Security Services faces serious customer experience challenges across nearly every service dimension. Customers describe unresolved billing disputes, ignored cancellations, unreliable equipment, and slow or absent emergency response. While a small minority praise individual guards and on-site teams, the dominant narrative reflects broken trust, poor communication, and a commercial relationship that feels coercive rather than protective.
The most common complaint about Fidelity Security Services, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Communication. Customers repeatedly describe unanswered emails, dropped calls, transfers between departments, and rude or dismissive agents. Promised callbacks rarely happen, complaints loop without resolution, and even long-standing clients report being ignored until they post public complaints.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Fidelity ADT is full of nonsense. They do not respond to calls not sure if its laziness or lack of professional service naah, but their excuse is that "The wall is high so no access", that time I stay in a complex with an entrance with security guard who can open for them when my alarm goes off/we are in danger. Anyone know any other security company that I good that I can move to? because i have put up with ADT for so long now.
1 reviews | Active since Jan 2020
Fidelity ADT is full of nonsense. They do not respond to calls not sure if its laziness or lack of professional service naah, but their excuse is that "The wall is high so no access", that time I stay in a complex with an entrance with security guard who can open for them when my alarm goes off/we are in danger. Anyone know any other security company that I good that I can move to? because i have put up with ADT for so long now.
1 reviews | Active since Jan 2020
Still no refund or cancellation confirmation. Mmabatho Pule has the audacity to tell me i used the incorrect address and they cannot backdate my cancellation yet the same incorrect email rep**** and sent me a ticket. I do not want a call. I want the confirmation of the cancellation and refund.
1 reviews | Active since Jan 2020
Still no refund or cancellation confirmation. Mmabatho Pule has the audacity to tell me i used the incorrect address and they cannot backdate my cancellation yet the same incorrect email rep**** and sent me a ticket. I do not want a call. I want the confirmation of the cancellation and refund.
1 reviews | Active since Jan 2020
In the last 6 months I have been receiving calls from ADT Finance reminding me of monthly payments as if I have arrears' have requested them to stop calling as they are wasting resources because I am not in arrears and I definitely do not need a reminder. Guess what in February 2026 when I drew my credit report from Experian ADT was appearing as in arrears, imagine being in areas for R400.00, yet the same amount was paid. I t was even better if one would see the ADT Car within our vicinity and as part of neighborhood watch we requested to add them on the Group whatsapp just like other private security companies like 4WARN,MAMBA,CMC, their local person refused who is responsible for our area as we wanted them to be the first to know when there is crime or someone is asking for help ....Other Private Security companies are on board and they assist a lot as our area has been experiencing car hijackings and house ******ies. On top of that every time there is Diesel increase expect a communication about monthly increase for cars patrolling our area ..you ask yourself that what is wrong here cause when National Treasury reduces the same diesel and Petrol they don't decrease, I just feel like I am paying a lot for not what I am expecting that I am considering another economical security company. I have been with ADT for more that 21 years, but the company has changed a lot, if I request to decrease my premium I am told about SA Economy issues
1 reviews | Active since Jan 2020
In the last 6 months I have been receiving calls from ADT Finance reminding me of monthly payments as if I have arrears' have requested them to stop calling as they are wasting resources because I am not in arrears and I definitely do not need a reminder. Guess what in February 2026 when I drew my credit report from Experian ADT was appearing as in arrears, imagine being in areas for R400.00, yet the same amount was paid. I t was even better if one would see the ADT Car within our vicinity and as part of neighborhood watch we requested to add them on the Group whatsapp just like other private security companies like 4WARN,MAMBA,CMC, their local person refused who is responsible for our area as we wanted them to be the first to know when there is crime or someone is asking for help ....Other Private Security companies are on board and they assist a lot as our area has been experiencing car hijackings and house ******ies. On top of that every time there is Diesel increase expect a communication about monthly increase for cars patrolling our area ..you ask yourself that what is wrong here cause when National Treasury reduces the same diesel and Petrol they don't decrease, I just feel like I am paying a lot for not what I am expecting that I am considering another economical security company. I have been with ADT for more that 21 years, but the company has changed a lot, if I request to decrease my premium I am told about SA Economy issues
1 reviews | Active since Jan 2020
During December one guard from fidelity assaulted and used foul language on me, he ran on my hand with his steel trolley and I made this known at Fidelity office in Louis Trichardt and the Manager Mr Mulaudzi has been silent and ignoring me when I ask for resolution, as I post this my arm has been in pain since December and I told them but they looking down on my case, I’ve decided to take the matter legally as their guard caused an injury that left me with ever lasting pain and I can’t use my arm the way im supposed to
1 reviews | Active since Jan 2020
During December one guard from fidelity assaulted and used foul language on me, he ran on my hand with his steel trolley and I made this known at Fidelity office in Louis Trichardt and the Manager Mr Mulaudzi has been silent and ignoring me when I ask for resolution, as I post this my arm has been in pain since December and I told them but they looking down on my case, I’ve decided to take the matter legally as their guard caused an injury that left me with ever lasting pain and I can’t use my arm the way im supposed to
1 reviews | Active since Jan 2020
Hai, horrible customer.er service, Firstly I tried logging a query from their website, 5 times got ignored then I tried their number on whatsapp I was then asked to contact another number!, I dis i was then by the other number tk contact another number so it's an endless loop, can someone call me instead of being passed around from one person to the next the whole day
1 reviews | Active since Jan 2020
Hai, horrible customer.er service, Firstly I tried logging a query from their website, 5 times got ignored then I tried their number on whatsapp I was then asked to contact another number!, I dis i was then by the other number tk contact another number so it's an endless loop, can someone call me instead of being passed around from one person to the next the whole day
1 reviews | Active since Jan 2020
CCTV footage from ADT was requested on Monday, 15 May 2026, but to date I have not received any feedback. Phindulo Mabusho, it appears that she, as a manager, also failed to assist in this regard. This is the service we are paying for. It simply means that we will definitely not receive assistance in the event of a major incident, yet the monthly fees are deducted from our bank accounts without fail. I Want all the Debit orders reversed, pls REFUND FROM DAY .
1 reviews | Active since Jan 2020
CCTV footage from ADT was requested on Monday, 15 May 2026, but to date I have not received any feedback. Phindulo Mabusho, it appears that she, as a manager, also failed to assist in this regard. This is the service we are paying for. It simply means that we will definitely not receive assistance in the event of a major incident, yet the monthly fees are deducted from our bank accounts without fail. I Want all the Debit orders reversed, pls REFUND FROM DAY .
1 reviews | Active since Jan 2020
I had a problem with my security system and fidelity adt had to be called out for replacement . The technician Desmond came out the first time he was alone. I must say he was really good. He advised what the problem was and what i needed to sort it out. He came again the second time with two other guys and he was still the same such good work ethic, patient, helpful and overall good service. One of the other guys asked for broom and scoop to clean up after they had drilled which was very nice of him especially as i said i would clean up and he insisted that he would do it. Vry happy with Desmond's service.
1 reviews | Active since Jan 2020
I had a problem with my security system and fidelity adt had to be called out for replacement . The technician Desmond came out the first time he was alone. I must say he was really good. He advised what the problem was and what i needed to sort it out. He came again the second time with two other guys and he was still the same such good work ethic, patient, helpful and overall good service. One of the other guys asked for broom and scoop to clean up after they had drilled which was very nice of him especially as i said i would clean up and he insisted that he would do it. Vry happy with Desmond's service.
1 reviews | Active since Jan 2020
I phoned in about 3 weeks ago to 2 different numbers wanting to be put through to Mr Wahl Bartmann or Leon Bartmann PA or Secretary to leave a message for the PA or Secretary to call me as the numbers I called wanted to put me through to sales and my calls are not to buy security. I have had dealings with both Walh and Leon Bartmann for years for security for the companies I worked for and when I had a problem I would report to the area manager at the time and not a salesperson. I live in a retirement village in Roodepoort and need advice from someone with the correct knowledge to help me hence I am wanting to speak to a PA or Secretary so that I can be directed in the right direction or that I might be able to speak to one or the other Bartmann brothers.
1 reviews | Active since Jan 2020
I phoned in about 3 weeks ago to 2 different numbers wanting to be put through to Mr Wahl Bartmann or Leon Bartmann PA or Secretary to leave a message for the PA or Secretary to call me as the numbers I called wanted to put me through to sales and my calls are not to buy security. I have had dealings with both Walh and Leon Bartmann for years for security for the companies I worked for and when I had a problem I would report to the area manager at the time and not a salesperson. I live in a retirement village in Roodepoort and need advice from someone with the correct knowledge to help me hence I am wanting to speak to a PA or Secretary so that I can be directed in the right direction or that I might be able to speak to one or the other Bartmann brothers.
Fidelity Security Services scores 0.9 out of 5 on Hellopeter's AI analysis of service quality in Home & Business Security, compared to the Home & Business Security industry average of 1.7. Their strongest theme is Installation & Tech (1.1); their weakest is Reliability & Trust (0.8). The top AI-rated Home & Business Security business on Hellopeter is HelpMe (4.7). How is the AI Score calculated? →
Fidelity Security Services has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 115 reviews in the last 12 months. Hellopeter has tracked Fidelity Security Services across 1,232 total reviews. How is the TrustIndex calculated? →