Technicians department never come and there was no communication

I have contract with adt for more than 5 years on the 19/02/2018 @ 13:10 there was a break in at my house and they manage to took staff the alarm was active and it only goes on when they already left of which it was not supposed to be like that and still don't understand why. AdT came after the seen they told me they will contact the police for me police never came I called the police myself and they after an hour. The security ADT sent left us around 16:00 and told us he need to fetch people to work he will send other security, off which he never pitch . We tested the alarm and we realise it takes time to goes on , I reported that and I sent request to come and fix it ASAP spoke the lady know as Neslie she promised she will send technicians, yesterday 20/02/2018 called them 7 times till past 16:00 they never come and no communication and when I spoke to Naslie she told me I have to pay R300 fee of which I don't understand why must I pay for adt to give me service while I still in bad situation and I have to do all my house repairs by myself ADt never helped me my staff was ****** but I have ADT now I must pay them again to fix the sensor WHY?