ADT SECURITY DOESN'T CARE ABOUT CUSTOMERS

I live in Johannesburg. I have been with ADT for a year. When I signed up I was assured a response time of roughly 6 minutes. My alarm hardly goes off but has gone off a few times. Those few times, the response time has been unsatisfactory. The worst experience to date was last week Tuesday 30 March in the evening. I was out of town. I got a call from ADT Control room 7:02 pm Tuesday to say the alarm at my house was going off. I told them I was not home but my helper and son were home. I asked them to dispatch a vehicle to respond to the alarm. I immediately called the house to tell them security was on the way to check on them and the house. This was 7:03pm. At 7:54pm ADT security had still not arrived at my house. A whole 50 minutes later there was still no response!!!!! I called ADT to check why they had not showed up at the house. I was told they were on the way. 50 minutes later. The supervisor alledged there were flooded with a high volume of alarm activations because of a power failure. THIS WAS A LIE. There was no power failure in our area or surrounding areas. This was just poor service delivery on ADT's part. Yet this month our monthly premium has gone up. They want more money but are failing to deliver a service I'm paying for, when I need it!!! I called ADT customer service line the following day, Wednesday 31 March to lodge a complaint. I was told management would call me back. I'M STILL WAITING FOR THE CALL BACK FROM ADT MANAGEMENT!! If a security can take an hour to respond to an alarm activation, are they serious about their service? More importantly DO THEY CARE AFTER THEIR CUSTOMERS' SAFETY AND SECURITY??? I'm very disappointed. Maybe it's time to shop around.