HOW IS THIS POSSIBLE

Good day, I have absolutely been losing my mind with my security company. We have 25 corporate stores and I can NOT get any one at ADT to assist me. We had a brake in and we had to inform the security company that we had a brake in. HOW??? Why are we paying. Now i have been informed that we need to make a R2800 upgrade and they will see if they can assist me a week later? After payment i was informed they can assist a week later. Is there no account manager I can speak to? 25 Stores but no one can assist???