ADT, yet again a massive dissapointment

Yet again, when we needed ADT, they fail me. My wife and children are alone at home, we live on a small holding, I am working late. A guy that was being high jacked found his way down our panhandle. My wife opened for him and when he was safely inside our property, they could still see the perps in the open field across from where we stay. It was clear to my wife that the perps were keeping an eye on her and the almost victim, so at 17:10 she phoned ADT and asked them to please send a car to come assist. As I type this review it is 18:50 and they still have not been. This after I have phoned ADT three times (the first 2 times they simply cut me off) to ask what is happening. I eventually got transfer to an Eric guy claiming to be one of the seniors, his excuse, load shedding. My neighbour, who is also an ADT client, came to my wife's aid. Him and his wife are both over 60 and were able to not only help the guy that was almost high jacked, but they also managed to scare the perps away. 2 old people had to do the work that we pay ADT to do. Pathetic is an understatement. If the management ADT has any self-respect, they will contact me and explain to me what they are going to do to improve the situation because believe it or not, this is NOT the first time I get totally disappointment by ADT.