ADT expose the customer they are supposed to protect

Early morning of 10 June 2021,around 03:35 an alarm went off at my residence soon after our neighbor's. An officer was dispatched. He checked around the premises. Upon him leaving, we tried to activate the alarm again but it did not work and we assumed it was affected by the loadshedding we had earlier that night. We tried activating several times to no avail. Later that morning my husband realised our one main beam has been ******, which without any doubt, it's what triggered the alarm after our neighbor's whose beams were also ******. The report slip left by the security officer stated all was fine. Not all was fine in the premises contrary to the report slip. What was the security officer checking if he could not see something is amiss with the conduit pipe and wires out? The padlock on the pedestrian gate was not there, only a chain secured by a cable tie. Apparently, per our neighbor, one security officer told him they have a problem opening the padlock hence they don't lock it. When was this, I don't know. What I know is that, I as your customer, was never informed about this. I pay may account on time every month, not once did I skip payment but, I am not important to be informed of issues in my premises which you are monitoring. We had to replace the beams the same day so as not to be without warning security. The gate lock was also replaced by our neighbor. After this, still security officers responded to activated alarm, they could not gain access. They just left the report slips at the gate. Were we called to report this, no. I have been communicating with Monde Ngema the ops Manager and his superior Josh Nel. Monde did not value me as one of ADT customer; I called him at one time to follow-up on the report back, he told me he had another issue to attend to. and dismissed me by saying he will send the report which he never did. I asked for ADT to reimburse me for the cost we incurred to replace the ****** beam and related labor but, Josh offered to give me 3 months credit gesture on my account as a loyal customer refusing to reimburse. Had it not been for this, incidence, when were you going to reward me for loyalty? I am asking ADT to reimburse the cost incurred to replace the beam due to their negligence, exposing the customer they are supposed to protect, and yes I will accept the loyalty credit as I have told Josh; now that they can offer that and then add me in their CSI stats. The cost incurred is more than the credit offered. Through all this Josh had the audacity to 'sell' me some extra services to upgrade my home security. My 2nd last email (of many) to Josh, on 21 September 2021 which he did not respond to, I asked a question "if this was a man or white female you are dealing with, would you play with their minds as you do with me?" In the August 2021 news issue ADT said they want to protect the women of the country (paraphrased), how do they do that for someone who is not paying them when they don't see security breaches in the paying customer premises.