No feedback from adt

I have been an adt client now for about 10 years. My alarm activated at approximately 12:23 midday and at 12:32 I got a call from Shenay at adt informing me that my alarm has activated the second time. I asked Shenay if she was certain that the alarm activated the second time, which she confirmed. She then requested that I cancelled the second activation to which I said NO as there could be breaking in. She said she will send the reaction unit and call me back. At 19:24 I called adt requesting an update and spoke to Sipelo who told me that the alarm activated only once at 12:23. I raised my concerns that it is suspicious that Shenay gave me wrong information and compromised my security. My priority is the safety of the property and Sipelo said she will send armed response and call me back. I requested that Shenay be reported to the supervisor. After getting no response I called again and spoke to Asize at 20:14 and requested to talk to her supervisor Thabiet. She said that Thabiet is busy and she could not give me a turnaround time when Thabiet would call me back. I responded that if I did not get a call back within 30 minutes from 20:20 I will log this on hellopeter. If this is the only way to get a response then so be it. Kindly resolve and contact me back urgently. It is now 20:51