Armed response and monitoring that does not exist

Fidelity-ADT took more than 25 minutes to respond to an emergency and the respondent had no idea where my residence was. I also e-mailed Fidelity-ADT the same night and it's been 10 days since and I've had no response despite following up. The e-mail addresses on their website are non-functional and I don't understand why the box that reads

I would like to receive information about Fidelity-ADT Products and services

needs to be ticked in order to send a message to Fidelity-ADT. It seems Fidelity-ADT are happy to take my money but do not wish to be contacted under any circumstances.