Non-existing service

I had an incident where my alarm was triggered earlier in the day and I wasn't home. No one phoned me or any other key holder. I came home just before 8pm and phoned the ADT call centre to escort me into my home. After not picking up the call centre line I phoned again and used the life threatening option and someone eventually answered the phone and that they will send armed response. After 25 mins no one pitched. Only after I phoned again someone came after 9pm. I complained to the service department and the regional manager then phoned me back. He asked for time to investigate and said he would get back to me, because I was ready to cancel my service. He never came back to me. Shocking service!!!!!!