Security services

I would like to express my dissatisfaction of the security services of this company. I had alarm problem last night around 23:38 pm - so they tried to contact me and my mum - there was no answer. So eventhough I didn't answer my call these security were suppose to come to my premises and check if we were safe. In their report they state they came and my gate has high walls so they couldn't do anything. Now if I am held hostage or someone pulling a gun on us what processes do they follow to ensure they check we are safe. I keep telling the caller agent previously these people they use to literally come to my premises or they hoot at the gate to check if we were okay but this process no longer exist anymore. Further my gate does not have high walls I built it in such a way that there are even stairs where you can climb and jump over to gain access to premises and I have had them doing that when I joined ADT so what has changed now. I pay such high fees for security and with crime rate in SA I will not be subjected to paying for poorly managed services. I am considering changing security company should they not tell me within 24 hours why these security didn't do a proper check if we were safe.