Not following instructions

I am completely unimpressed with the level of service from Fidelity ADT in Cape Town. I went away for 3 days at the beginning of January and called the Call Centre to let them know that I would be away. I have been experiencing trouble with my alarm so instructed them to "disregard" the zone if it went off while I was away. Well, the zone went off on 4 occasions and on 3 of those 4 occasions armed response was sent to my property. What is the point of providing instructions if they are not carried out ? I am not paying for any of those call outs as I did not authorise them. I am hoping that Mr Brown, the supervisor on duty this evening (9 January 2018) will be carrying out the investigation and reversing these callouts for me, as the very kind call centre agent promised me she would request.