ADT Call Center non responsive after panic button pressed

I am extremely disappointed in the customer service / response team from ADT. I get my alarm tested atleast every 2 weeks. On the 5th of April an agent came to test my alarm physically because when I did a test on my own, the call centre agent said that they were not receieving a response. The technician did tests and said my alarm was in a good working condition. On Thursday the 18th of April I pressed the emergency button twice out of panic because there was some people around our complex. NO ONE called me on my cellphone, NO ONE came to my complex. What kind of service am I paying for? If MY LIFE is endangered and your company cannot even call me for a check up then what is the point of me paying for this service every month?