3 hours response time for a burglary

My house was burgled October 12th around mid-day. A call centre staff member phoned me at 12:29pm to ask me if a unit must be dispatched, to which i said Yes.

The unit arrived after 3pm. I am now trying to cancel my contract and ADT says that i need to pay a cancellation fee of three months payment, which i refuse to do. I was told that this matter would be escalated to management, and i have heard nothing.

Is anyone going to respond with helpful information or proper service?

Regards