My suspicions regarding ADT

My experience with ADT is huge concern for me, as my family do not feel safe. My house was burgled on 13 Sept 17 (typical crowbar type break-in); but my concern has nothing to do with any material possession but about safety. The alarm has worked perfectly all the time, I know because it gets set off almost weekly by accident (by my kids). BUT on 13 Sept the system conveniently did not work (even though ADT confirms there was a signal). The guys broke into my house and neither the sensor on the front door, or two of the motion sensors picked them up. The police were in my house for 3 minutes before the alarm went off (this was 30 minutes after the burglars got away). I tested the alarm after the police left and it worked perfectly AS ALWAYS. I got ADT to send out their technicians and they also confirmed everything is working perfectly....this was not enough for me. The technicians confirmed an Inspector would be able to confirm what happened. ADT sent out an Inspector (Shane) the following day, who did his thing with his laptop and confirmed I would receive an event log. That was 14 Sept! After no feedback from the Inspector I phoned their call centre about a month ago and the girl (Natasha I think) confirmed she'd be emailing me the event log but no email was received (she actually confirmed she had the log with her; received from the inspections dept). I called back, gave her another email address and she confirmed she'd send it again to both emails and still by the next day I'd received nothing. THEN - when I tried calling her again I wasn't able to get hold of her again. She left a note on the system that I should be transferred to Olivia Napier in Inspections if I should call in again (Why?) At this point, what happened to the document she supposedly emailed to me?? Obviously BS! From then I've been in contact with Olivia Napier who to be fair is really poor at customer service, she never answers a question directly or and never gives feedback on emails to her. She seems to just not care. She has not been able to give me any feedback on my query on what happened at my house on 13 Sept....why did the alarm not trigger when it was broken into. Olivia apparently 'escalated' my query to her Technical Manager, Rashied Natherson on 19 Oct....who also has not given me any feedback (typical ADT service I guess). I checked LinkedIn to see if Rashied actually exists (he does, but probably doesn't give a sh#t like everyone else at ADT) and yesterday (30/10) I emailed Olivia and requested that I receive feedback the same day but I never believed I'd get a response, and I didn't, not even a simple ' we still attending to your request' I simply need an explanation on why the system did not work to put my mind at ease, because I don't trust ADT at this point in time. How was it possible for the burglars to get in and out without being detected while the system is in perfect working condition? I have come across two colleagues with similar experiences with ADT - Is someone within ADT possibly involved in these break-ins? The unwillingness from ADT to give me any feedback leads me to believe they could be hiding something. I am also in contact with the Inspector working on my case, because the three suspects were caught and I am considering bringing this to his attention. The fact that I cannot get any type of explanation on why the alarm did not work, or why the signal was possibly delayed or why a document that was ready to be emailed to me has disappeared makes me question whether ADT is somehow complicit in this. I'm not the type of person to post things on social media, but my frustration dealing with ADT and people like Olivia Napier is forcing my hand. If I don't get a response soon I will post my experience in more detail to social media and all community pages. Also a lack of any feedback on this Hello Peter post will be included. I have nothing to lose in this instance as all I want is a proper explanation. How can I be paying for a service that I don't know if it works? Worst case scenario for me is to ride out this contract and say goodbye to ADT - this complaint has nothing to do with money. For anyone reading this who has had a similar experience to this, please email me on **********

Thanks Clinton