Adt cannot be trusted!

We were on holiday when our outside beams were triggered regularly. Firstly we receive the calls from adt but nobody buzzes the gate for access, then we receive an small saying our 5 call outs have been exhausted for the month and we will be charged each time a unit is sent out! Almost 2 years later and we were never told about the 5 call outs, how does it make sense when an alarm can be triggered every day! Secondly on numerous occasions when the alarm is triggered the agent will call and inform us that the unit could not gain entry into the complex but the guy checked and everything is fine, this happend last night as well, so I asked the agent how is that possible? ? Our unit is the last unit in the complex, you cannot see it at all from the gate neither can you view it from over our wall as there is an open veld that cannot be accessed! The agent said she will ask the unit and call me back, I'm still waiting. I called you roodepoort office today to complain and I'm still waiting for Carlos to call me back, if this is how much you value your clients then it's so sad! Such dishonesty andwe pay you to watch our homes n assets when we can't, will not renew dis contract in march!