Inside job at adt... could they be assisting ********* rob our homes???

We've had an alarm system for about two years from adt. In these two years I have lost count of how many times the alarm just went off for no reason. The one time it needed to go off it didn't. I got home and noticed our house had been broken into so I pressed the panic button, 30 min after that I decided to call their call centre coz I'd gotten no response when I did they told me they'd tried to call me and my husband with no response-a lie coz I had my phone with me the whole evening. They told me they came to my house and spoke to someone with a name I can't even recognize. Only to later find out they spoke to the person next door to us....how do they get lost this time around??? They said they'd be calling the police, still waiting... it's been more than 7 hours. How could someone have time to break our door, snatch a couple of things and not trigger the alarm....I have so many questions