So let down by people we pay to keep our home safe!!!

This is my second review on adt, same incident. I have to call them, using my own airtime, holding on to be transfered to the relevant person. My home was ****** 11 June 19, I still don't have a valid reason why the alarm wasn't triggered when ********* raded our home, when I eventually called them after pressing the panic button with no response I was told the police would be on their way. It's 19 June, I'm still waiting for the police. Later we found out that the armed response went next door...how do they find out what happened in my home from a neighbour we don't even know??? Is this how they operate? Apparently the matter is being investigated but should I be the one calling for feedback?