Charged extra unfairly

I have been with ADT for almost 10 years with no issues. In November our house was broken into and the outdoor beams ****** to which ADT responded to the call. The beams were replaced and one beam was a bit sensitive so the alarm went off a few times. The first time we did ask ADT to check as we were not home. The other times we told them to ignore responding to that beam until the sensitivity was sorted out. This was all related to an actual break in. Now I get a bill for R460 for 8 excessive callouts in December!! I have phoned and emailed saying this is completely unfair as we told ADT to ignore that particular beam. They would have only responded once or twice before we knew the beam was too sensitive. The website also says they phone to discuss excessive callouts BEFORE they bill. I had no such call. Absolutely ridiculous that I am getting charged extra for something that was related to an actual break in. What do I pay my monthly fees for???