Bad attitude poor service

My mother Anna has been experiencing issues with her Alarm system not working for one week now. We have been trying to get a technician out for one week to no avail. We live in a very dangerous area where break in is a very frequent occurrence. ********s also jump from yard to yard during early hours of the morning tramping on barbed wire like it is nothing. My mother is 61 years of age with my small child of 4 years. We hardly sleep at night out of fear. My mom called into the call center and the lady on the other side of the phone was rude claiming that technician was outside but my mom never answered the phone. My mother had been waiting outside all day and no one. Should we still be paying for the week that the alarm system never worked or what now? Please call my mother on *** or alternative ***. We need to resolve urgent or will have to move to other security company.