Non-Existent Safety/Security from ADT Fidelity

I have been an ADT Security customer since November 2014, to date, they have never had to respond to a Real Live scenario. On Saturday the 3rd March, my alarm went off after I entered 1 one of the armed rooms without deactivating from the main switch. When ADT control called, as per their protocol, I missed the call because I was rushing to deactive, my phone was in my car. Naturally, I expected them to respond within minutes but I waited an hour with no response from ADT. I then called their office to find out what happened, why did I not get a Guard to come and see what triggered the alert. Their lady, Nompumelelo Kula, told me, according to their system the guard had been to my house and as per his report, everything was fine. At this point, I could not help but lament the level of unprofessionalism I was experiencing. I insisted on speaking to the Manager to lodge a complaint, I was told someone would call. When that person called eventually, he expected me to explain from scratch and I refused, did not see why when i had spoken to their office earlier. Almost 4 hours later, 2 guards showed up at my house, supposedly to respond to the trigger, this was 4 hours after the alarm was triggered!!!!!! The one guard that i spoke to did mention that the responding guard at the time of the trigger had gone to the wrong house....so much for reliability and prompt armed response! I then received a call from a Henry, who attempted to explain what happened but i quickly asked him to please send written feedback by Monday Lunch time. Fast Forward to Monday, no call or explanation from ADT, this prompted me to call them, again i was the one following up. Phoned and spoke to a Supervisor by the name of Sifiso Buthelezi, he could not give me the answers except that he would escalate while at the same time he failed to tell me what the turn-around time is on complaints and queries. i was given an email address to formally lodge my complaint, which i did and a few minutes later i received a call from Henry, instead of explaining what happened, he started mumbling about the proposed remedial action against the guard that failed to show up on Saturday, i then requested for written feedback but he blatantly refused, started telling me it was not his job to send feedback, at this point he was raising his voice telling me he did not understand why i was being fussy instead of accepting the feedback that he was giving on the phone. I then cut the line, which is why i'm now airing their incompetency which is coupled with unprofessionalism from their evidently untrained staff personnel.