Dear DECO PROTESTE Team,
I am submitting this formal complaint against NOS Segurança due to serious failures in their security services, lack of customer support, and misleading contract terms, all of which have endangered both my personal safety and business.
I signed a contract with NOS Segurança in July 2024 for the installation of an alarm and video surveillance system at my restaurant, Bajwa’s Curry and Cocktails, located at Rua Doutor Domingos Soares, nº 26, Braga.
In early August 2024, a stranger entered the restaurant pretending to use the washroom. Instead, he went into the kitchen, grabbed a knife, and threatened me while demanding money. I escaped to save my life. After the incident, I attempted to retrieve the security camera footage, only to discover that nothing had been recorded.
Assuming a technical issue or user error, I contacted NOS more than 100 times, with no proper response. When I finally spoke to someone, I was told a technician would call me, but no one ever followed up.
Only afterward did I learn that NOS systems require a separate SD card for recording, which was never explained or disclosed at the time of contract signing or installation. This means that despite having a security system, it was essentially non-functional from the start.
In addition, there had already been another serious security breach. On 16 September 2024, an individual entered the premises again, and that incident was reported to the police. The matter is now in court.
Due to these repeated security failures, I requested NOS to terminate my contract. Instead, I was told I must pay a €500 penalty fee, which was also never disclosed during the contract process.
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⚠️ Main complaints:
1. Failure of the NOS system to record during a violent incident.
2. Lack of customer service and follow-up despite 100+ calls.
3. Hidden requirement for an SD card to enable video recording.
4. Undisclosed €500 early termination fee.
5. Two serious incidents at my restaurant – one currently under court trial.
6. Breach of trust and lack of transparency by NOS.
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✅ I am requesting the following from DECO:
• Immediate termination of the contract without penalty.
• Full waiver of the €500 cancellation fee.
• A formal response from NOS explaining the system failure and contract miscommunication.
• Support in holding NOS accountable for negligent service, lack of transparency, and failure to provide the protection they promised.
I put my trust in NOS to protect my business and my life. Instead, I was left without surveillance during critical moments and without support afterward. I kindly request DECO to assist me in resolving this matter fairly and urgently.
Sincerely,
Sandeep Kaur Nirmal singh
Owner – Bajwa’s Curry and Cocktails
Rua Doutor Domingos Soares, nº 26, Braga, 4710-295
Portugal
