FIDELITY ADT- Pathetic service, response time and no solutions for problems they are well aware of

Fidelity ADT - Johannesburg ( Roodepoort area) What constitutes an emergency/urgent matter to attend to for a paid service for security???

Alarm activation with no signal or response at their offices, panic button test and alarm not coming up... Response team delayed by an hour or two after this has been brought to their attention on previous occasions. They want to add a monthly additional charge for every 3rd + false alarm yet its their system or signal at fault on their end...

Tried being proactive: Called the technical department to assist with testing the alarm and all they recite is process "by the book" . They can't advise on what to do until they get a technician out 5 days from today-in the meanwhile my property and family is at risk and there is no form or guarantee of services, accountability or taking responsibility when God forbid burgalry or something else happens in these escalated crime times... Mind you this affects personal security, insurance risk profiles and coverings, etc. More cost for 1 party not delivering their "guaranteed service" Oh and no managers available to assist in escalation and/or the escalation depart is unavailable and will get back to me by tomorrow soon after when they get the email floating somewhere in cyberspace to their mailboxes.

Customer service??? When business is sought they guarantee maintenance, quick response and service when you are need it. When called upon-it's 20minutes calls with no assistance /solution aside from reciting the training manual or script in front of them for process...