Very poor service from ADT security

We signed up with ADT security on the 1stNov2018. On the 25thNov2018 our alarm was triggered and we were not home, ADT called and we asked them to send someone out as we were not home, someone from ADT then called us to ask for directions to our house but after that no one called back to say if everything was fine. We then had another alarm trigger on the 01stDec2018 and I was home but they called my husband and he thought I wasnt home and asked them to send out someone to check if all is okay, but again, no one came out because this time I was home. We then called ADT to downgrade the system to monitoring only but no one could help us, they said we must send an email which we did on the 20thDec2018, on the 02Jan2019 we called to follow up on the email we sent, they said they can't help us and we need to send another email. We have had nothing but poor service from ADT and yet we have to pay for such????