I called ADT yesterday and spoke to Natalie who was rude and refused to provide her surname

I called ADT yesterday and spoke to Natalie who was rude and refused to provide her surname. She had no understanding of the product or benefits nor was able to assist with my application in any way. She made me wait for over 15 minutes after which time she advised she will get someone to contact me. Nobody has contacted me since. I wonder if this is also reflection of their service levels from ADT in the event of an emergency.