Emergency fail

Last night I had an intruder in my yard, my husband scared him off by going to the window. Fortunately he saw him jump the fence. However, your services were shocking. I pressed every PANIC button in my house, I pressed the panic code on my monitor, as well as my alarm on my keys linked to ADT Fidelity... My husband phoned countless times where he was cut off, no assistance. Only when I activated my house alarm did someone call. This was a total of 15 minutes of being scared and nervous that this person would be coming back. We've had our alarm system checked as per ADT Fidelity in December where all systems were checked as I was with that day. So how does none of my panic systems that is meant to keep me safe, not work!! Definitely does not install any confidence in the new company take over at all. The only comfort were the two gentlemen who eventually got dispatched. Can someone contact me tomorrow to re test my alarm system....