ADT Security service poor since Fidelity aquisition

When our alarm was triggered by our beams, at around 2 am, the ARO response was way slower than usual and he arrived minus a torch. So, surveying the pitch dark areas of the garden was a challenge. Then, yesterday morning just before 06:00 my wife activated the panic button due to an intruder scaling the wall with a ladder. I contacted the Control Room at 06:11 who stated that an ARO was there. My wife called them again later and despite hauling the controller over the coals, they have not followed followed-up or apologised. I e-mailed their Customer services at 07:12 yesterday and received an automated response promising human contact but this has not materialised. When I got home last night there were two Visitation Slips in the post box for 06:07 & 06:34. So, the ARO had been there (twice) but did not announce himself or apparently venture beyond the post box. All the time my wife was inside, waiting for him, with a view of the pedestrian gate/bell. So, it seems that if you are not being beaten/****d/******ed near your post box then Fidelity ADT will not be taking care of you. We are seriously considering changing service providers, at our home & business, which is a hassle and the one company is probably as useless as the next. Fidelity ADT needs to jack itself up or face losing their clients. We are are also members of our local CCPO, which is way more superior and effective than ADT. Sadly, we have to have an alarm linked to a security company as well. When speaking to our neighbourhood crime awareness group, the perception is that the security companies are not trustworthy & may be the complicit in a lot of crime. This is one of the reasons homeowners ignore security companies advice to inform them when their houses will be unoccupied, supposedly to increase patrols. Fidelity ADT, and the rest of the industry, needs to realise that we increasingly rely on them to pick up the slack left by the SAPS. Our taxes pay the SAPS and a large proportion of our remaining income goes towards asset security /life safety, and it seems we are being short-changed on both counts.