Bad service and no feedback

My mom put an alarm system in her house around June 2017 after my dad passed on in Feb 2017. Ons of the technician stepped on the ceiling and broke the ceiling. Late July beginning of Aug a contract came out for quitation. I phoned Fidelity ADT a few times and the operator told me that he wil sent emails to the relevant persons, but no response. Then I talked to a supervisor nl Paul and he promised me that he wil contact me with feedback. On 8 Sept I phoned Fidelity ADT again and they said that they promised me that he's going to sort out the problem and an email was sent again, on 11 September Paul phoned me and promised that the ceiling wil be fixed by the Friday 15 th September, but again nothing happened. Fidelity ADT is full of promises and nothing is happening. The consultant that came with quitation said even that the first 2 months of prescription fee are free, but the monies are been deducted from my mom's account every month. Fidelity ADT is full of promises and don't stick to there '' promises '' and what is advertised. Prompt feedback is needed!!!