Chubb - Armed response a no show after call out

Saturday the 26/9/2015 at 19h06 my home alarm activated while I was at work. I got a call from Chubb to inform me of this and asked them to send armed response to check as I would not make it home in time. at 19h08 a van was requested as per Chubb in terms of our conversation. it took me 30minutes to rush home from work and i seemed to have made it home before the armed response. about one hour after the call out i called chubb as still no armed response had arrived to my surprise. this is inappropriate as i pay for a service which did not happen. chubb cannot explain to me why no van showed up and are investigating/listening to calls. It is now one week later after escalation and still no feedback. this is appalling to have to pay for a safety contract which is not being provided. I have sent four emails already with no response and have made my own personal calls to try and get answers. why is it so hard to take my money but not be able to explain why your people have not performed their jobs properly? Please assist. Does one have to name and shame the business for their bad work first? my safety is very important to me..id like to think chubb care as well...and im paying them to