Unacceptable services received from Security Company ADT

Good Day I have been a client of ADT for several years and the shoddy services that I experienced yesterday was extremely disappointing. The rundown is as follows:- At approximately 22:45pm my alarm was triggered and I immediately requested for armed response to come to my property to check. At 23:04pm I phoned to check as they had still not arrived. At 23:05pm they finally arrived Upon arrival the security officer asked me to open the gates for the premises as the key he had was not working. I was dismayed at the fact that he wanted me to expose myself and family as this was a security threat especially during the crime period and the high risk area I live in. ADT officers out of all people should not have asked me to do this in the 1st place, they should have come prepared. I explained that it was not safe for me to do so as I was afraid that there could be somebody in my yard. During this time I called ADT again and chatted to Zweli Mkhize - Snr at that time to explain how disappointed I am. At 23:20pm another ADT vehicle approached and they had keys From the time of alarm activation to the time the security officers arrived to the time they were only able to enter my premises is truly shocking. ADT is a security company and they are supposed to be providing for services that are being paid for. What if I was not at home, they would have arrived with no keys, just checked from the outside and left??? Whilst they were checking my yard the ******* had jumped onto my neighbors roof and yard and triggered the alarm. I told the officers present but they were even unable to catch or even see the perpetrators. I had to call my neighbors security company to do a proper check in their yard. What is also very disappointing is why was I charged extra for the month? I was doing an alarm maintenance and advised the control room to give me a few minutes as I am doing maintenance of which no officers arrived at home in any case so why was I being charged extra? I need answers, this is a crime stricken area, I pay every month for services so I expect to receive proper services. Truly unacceptable!!!