Faulty Set Up of Alarm resulted in break in!

I contracted with ADT in July and had a technician come out to set everything up. We had an intruder in November when the alarm was set as instructed but did not activate until they left my house with our belongings having been in the same room as my sleeping children. We already had a technician from ADT booked for the following day as we had reported it wasn't working properly and when inspected they confirmed it had been set up wrong and the external beams were not being activated. I asked for this to be raised to management in November and was assured it would be, since then I have had a few calls to say let us look into it but that only happens once I have chased. I have been promised countless call backs by Rashid Matheson and his manager Colin Whitten and they simply ignore the request. I am hoping putting this on a public domain might prompt them to react as nothing else I have tried in the last 3 months has worked!! We still have a fault and they have the cheek to charge me extra for excessive call outs but they don't do anything to fix the issue.