We cant find your details f off

Been woken up this morning to an alarm going off about 55 min ago and would normally receive a call from your control centre but no one called. I called your help line a few times this morning and only to be hung up on during an emergency and you guys are unable to find my details. What kind of service do you call this? Fare enough I was irate but that does not give your call centre the right to hung up on me and not even call me back. By the way it took your guy's over 15 minutes just to get to my home and that's not acceptable, when I signed up I was told your response time to be onsite is between 3-4 mins. A few months ago the alarm system was going off around this time daily and it was a faulty radio it's not acceptable, would you like to woken up so early only to phone for help but get nothing in return.