Pathetic service

Terrible services we got from ADT, they failed us on the time we needed them mostly. Yesterday we had house *******, at around 5:15 am, the guy got into the house with the gun, I screamed and he shot, the whole family was in the house, my kids were wooked up by the terrible sound of the gun.the guy took our belongings, immediately the guy left, we pressed the panic button several times and the panic code, but no help from adt. We had to phone the police to come and assist us, in few minutes the van was outside. Tshepo from adt confirmed that they got the signal but nothing was done on their side, he confirmed that they don't patrol in townships but they normally send the police, which they didn't , and we were not told upfront that they don't patrol in townships. Why are we paying for the services were as we not getting any help. Tshepo promised that we will be contacted but even now we still waiting.