Burglary, alarm working, late response

Burglary at our office during load shedding 19/04. It appears that ADT took FOUR HOURS to respond. On 20/4 ADT technical checked alarm and battery packs. Alarm was signalling throughout the burglary, it never went down, phone call to control room confirms signals were received but armed response dit not arrive till after the fact. Security doors broken, doors levered out of doorframes. major appliances disconnected and ******. The ******s had lots of time, tools and a truck. Since then, extreme difficulty in getting an explanation from ADT, event buffer has still not been downloaded - both the insurance and police want it. Phone calls not returned, long wait at switchboard, client service switchboard calls not answered. Eventually told that area manager can't attend to me because he is out attending to a client with a complaint. Waiting in anticipation for an acceptable explanation. Trust relationship with ADT is damaged. Reporting the matter on Hellopeter is a last desperate resort.