Did not respond to a panic

On 10th November at 8:30am the panic button was pressed at my home while I was at work. I received a call from Adt around 8:30am to say they received a panic signal. My wife and child are at home during the day so automatically I told the operator to respond and I would try to get hold of my wife. At 9am I called Adt to find out why they did not respond to the panic and they advised me their supervisor will call me. It's 10am now and Adt still did not respond and I'm waiting for the supervisor to call.