The worst response time

Yesterday (08.09.2015) our alarm was trigged at +- 12:20pm and no one called myself or my husband they called my sister. My husband called spoke to Jennifer to find out that the arm response only arrived at our house at 13:13pm a hour later. Jennifer respond to that was she not sure what happend that the arm response arrive a hour later. Today 09.09.2015 my husband called again and spoke to lameez to follow up on yesterday query and her response was exactly the same as Jennifer. Tonight (09.09.2015) my husband trigged the alarm at 19:40 PM. What is shocking that mine or his cellphone never ringed, they call my mother in law at 19:45pm. The arm response vehicle only got to our house at 20:15pm a half an hour later this is ridiculous. Then someone called at 20:30pm from the call centre to find out that my number is totally incorrect on the system. If this is the service I am getting then I would definitely cancelling my contract because at my first house we had ADT watch and we never ever had this problem. Mrs Salies