Bad service

When ADT took over National (Chubb) clients, they didn't install their units and I can't add the unit on their app. I was away and my house in Ngwelezane was empty and the alarm went off, they (ADT Richard's Bay) went twice to check, and when if went off the following day, they told me they wouldn't go because I've exhausted call out, and it's twice a month. I organised my nephew to go to Ngwelezane from Durban to just switch off the system. My house was not protected for a week, yet I'm paying them R711 every month. It's not their system and I don't know why I'm paying them so much for nothing.