******, alarm jammed and ADT denies it!!!!!!!!!!

Good Evening I have now waited 13 days for this to be resolved. In june I lived in a very dangerous complex and phoned my broker to add household contents to my policy. In July I moved into an Estate next to ERPM Golf Course, my house is not directly next to the Golf Course. The Estate has 10 foot walls with Electric fencing linked to AAA Alarms. The Estate is under 24 hour camera surveillance guarded by Legendary Guardians. When I moved in all of this information was given to my Broker including the fact that I had no burglar bars or alarm. In the beginning of October I phoned my broker and she gave me Adrian from Macbros Installations number who sells alarms on behalf of Fidilety ADT. I signed my contract with him on 14 September 2020. My alarm was installed on the 16th of September 2020. On the 16th of September I phoned my broker Tanya Booyse and informed her that my alarm is installed and activated, I asked her if I should mail the installation documentation and she said "no need she will make a note to update my policy the next day" So, I trusted that she would, why else would I have a broker to assist me with changes on my policy. I work 7 to 21h00 every day I dont have time to check up and enquire if changes were made. So I went on with my day to day life, until the 3rd of November 2020. On the 2nd of November we went to bed at round 20h00 and activated the alarm as usual every evening. Round 4h00 my husband went out on the terrace to smoke and as usual he stand and looks around when he looked down on our grass he saw a reflection, he went back in to fetch his flash light and flashed on the grass just to see our living room window lie on the grass, we ran down stairs and then only the alarm was triggered and to our despair we saw that we have fallen victim to a house burglary. We immediately informed Legandary Guardians and ADT phoned as well and both came out to the scene. I then contacted Tanya my broker to enquire about what I need to do. Firstly it is impossible for my alarm not to be triggered while three men carry my 75 inch tv around in my lounge and then force it through a small window and then the alarm is triggered when we run down stairs two hour later. We suspect that the alarm was signal jammed but of course ADT is denying it. Then again I follow my brokers instruction, I get a replacement quote, I send i to her with the police case number. Auto and General phoned me and registered my claim. SO now all the important paperwork and questions are finalised and I can now come to terms about what happened. Thank God we are safe and unharmed. On Wednesday 4 November 2020 when my son had to go to School I realised that they stole his bag with school clothes, shoes, stationary and training shoes as well. I again phoned my broker and asked what I should do, she said that she would send it through and that Auto and General would phone me. Tanya later phoned me and said that I would have to go back to the Police station to complete an additional form. A little later that same afternoon Tanya phoned me to inform me that I am not covered for burglary. The feeling of disbelieve was heart wrenching, not only were they in my house for allmost an hour but thy took my hard working money, and even though I did everything right, I am losing. That same day I sent Tanya the ADT documentation proving that my alarm was installed, I sent the ADT report proving my alarm was active and activated and yet I have to wait for Auto and General to decide if they want to process my claim, the difference in premium is R300 why not just deduct it from my claim so I can at least cover my losses? Everybody makes mistakes but this is a mistake not made by me and yet i have to pay for it. I am not going to wait a week or longer for a response concerning this. I am going to lodge complaints on Hello Peter as well concerning everything. I have video proof of the burglars, I have photos of where they came in and out, I have photos proving that we have 24 hour camera surveilance and yet still I have to wait for a decision. On Saturday the 7th of November we built our own Burglar bars and installed them ourselves. We are busy with safety gate at the stairs and adding more burglar bars every weekend. This is not fair.

I want ADT investigated and to confirm that my alarm signal was jammed in order for my insurance to pay out my claim.