Lack of empathy

I had a burglary at my home in Pta at around 3h00 last week Saturday I, was woken up by a loud sound of the sliding door and alarm sound simultaneous, I immediately alerted my family to remain calm and not go to the lounge area, we were all just in shock, they managed to take the TV only, my problem is the turn around time ADT responded to the incidence, after the automated call there was no response, we had to call the call Centre whilst the ******* were still in the house! The call Centre agent was very courteous and tried her best to get hold of the guy on duty in our area, he arrived 35 - 40 mins later only to arrive sleepy and and left in 10mins. The only helpful people were the police to my surprise! My family has suffered tremendous trauma from that ncident and we have never received a follow up call from them to check on us. They really don't care about their clients.