Adt Security is a disgrace

A few minutes ago, there were burglars trying to get in our house. We pressed the panic button twice and there was no response. 30 minutes later we called the emergency line in fear and panic but instead of sending a response team, the consultant said "No alarm rang at your house, and we always tell you to check the system but you dont". This is a service provider that used to deduct three times on my account for more than three months, because again one of the consultants created an account in my name that I didn't know off... This company is a disgrace, it's a security company that only cares about monthly debit orders and not about their customers... My family and I were in danger of our lives but there was no sense of urgency or remorse from a company that we pay every month to enhance the security of our home.