ADT Monitoring that doesn't work

When I left my house in the morning I couldn't switch off the alarm because we had loadshedding, we still didn't have electicity when I came back in the morning around 08:15 am. Electricity came back when I was in the house, and the alarm went off, I obviuosly expected a call from ADT to check if they can dispatch armed response, but no one has called me, this is almost 8 hours later. I called customer center few minutes ago to understand what went wrong, and I was told they did not receive an alarm alert this morning. Surely this means I am paying for a service that isn't working. The lady at the call center was rude, put me on hold for about 10 minutes, and then "surprisingly" I got cut off.