ADT Called once , brought me a padlock and disappeared

On the 22 December my house was broken into. When my alarm went off I got a call at 01:31am, it was a machine activated call and I did what I had to do for security response. I was not home & my alarm had no business going off, I felt something was wrong. I called ADT @ 1:32, explaining that my alarm went off and please can the guard officer jump my gate ad go inside to check. While on the call that I made, the call adt call center agent called at 01:34, telling the alarm activation. Itold her the same thing”please tell the guard officer to jump my gate as I am not home and I had a break-in the past 2 weeks, please. I asked them to jump knowing there is a small wall , that one can jump on with no spikes, She told me she would do so.At 1:46, the came back saying the guard officer said that everything looks fine from outside, I asked if he jumped the gate she said he said he couldn’t. I asked how come when as short as I am and my kids are they can jump the gate and I freaked out because knowing my house, you can never say everything is fine from outside. As I was busy freeing out she said she would call me again and connect me to the guard officer. 5 minutes later I called because I was freaking out and they told me they would still connect me..mind my alarm went off and it was as good as not checked. They called me again at 2:04 am that was almost 30minutes later I was connected to the guard officer, I was freaking out properly by this time. I asked the guy to go to my house and check because by that time the ******s might even have cleaned out my house by then he was very relaxed, when I asked him why he didn’t jump his words were “ sisi I couldn’t jump because of the palisade fence” I asked how come when I can jump, told him there is a wall right by the gate he can get on is answer, totally chilled”is that your wall or the neighbors” by this time I was screaming at him when I said it is minethe “ ok sisi, I will go back". I waited about 36 minutes and called back asking what’s happening because no one is coming back to me. This is my place of residence, mu house we are talking about.The call center lady told me that the guard officer is at my house I must wait. At 2:46, I received a call that my house had been broken into how soon I can make it back. It was pouring on the road, not safe to drive at all, it was early hours. It was petrol not planned as well. I was away, with all my family, thinking my house was safe because I on a monthly basis am paying a security company who is guarding my house. I had to come back home and later in the day go back to fetch my kids because I couldn’t wake them up at 2am saying your home has been broken into. The only reason adt was able to tell me my house has been broken into was because I forced the guard officer to go back to my house. I tried to claim my goods from adt and they refused saying there was no way the officer could jump my gate. they are very condescending and couldn't care less about me as a paying client. They had me going to do quotations for all the things that were ****** in my house, and going to my insurance etc. after i did all that , they send this condescending man who came to "review' if the gate and wall could be jumped,he had already made a decision before he came to my house. Also they since said they will send the uniform so we can do a video proving that the gate can be jumped and they never did. this is because their reason is the uniform is too heavy so the guard office wouldn't be able to jump with it on. When the incident happened their operations manager also said they will organize padlock for my home, its been 5 months almost 6 and nothing happened. My emails go unanswered. They are ignoring me