Complete incompetence and ********* behaviour

I have been an ADT client for almost 2 years. Last year my mother fell and broke her hip in the garden. She repeatedly pressed the red emergency button on the remote yet 7 hours later there was no response. Had I not have found her she would have died. Since last year the Secure Home app has not worked despite me being charged monthly for this app (according to the technician this was some kind of technical issue related to the radio controller. In addition the actual alarm was not linked to the control room for months since when we accidentally triggered the alarm there was no response. There was no explanation provided for this incompetence (and was only resolved by me informing an ADT patrol officer who assisted and got the radio frequency connected again from their side). I emailed the customer services email address 10 days ago about getting new remotes sine ours were clearly not working. They finally responded after 5 days, which is abysmally inefficient to take 5 days to respond to customers. The technician came out on Monday to provide us with the remotes and programme them. He found that the battery powering the system was no longer working and needed to be replaced. Since the alarm system belongs to ADT I find it ridiculous that I need to pay for the new battery since it is made abundantly clear that we only 'rent' this system. Secondly, for the past two nights I have tried setting the alarm but the remotes no longer have an option for the bypass zone and hence the alarm keeps tripping, meaning we haven't been able to set the alarm for almost two weeks. Despite the risk to our safety this shows the complete and utter incompetence and inefficiency of ADT. Clearly service delivery and customer safety are not a priority for ADT. In a final display of incompetence, a statement for the work done (which has been done incorrectly yet I am still expected to pay for it) is sent using a programme that neither my iPhone nor laptop supports and I am unable to open the statement. I expect a response within 24 hours failing which I am handing this to my legal team.