Chubb Security?What Security

2015.08.20 the alarm was triggered, 17 minutes later no contact was made to ensure that everything was 'alright' we pushed the emergency button to see then if we would receive a call, still nothing leading up to 30 minutes, at this point we THE CUSTOMER called to confirm exactly what was going on, to which we were advised by a lady no signal received, this is terrible, as anything could happen in this time, no answers could be given & we were promptly transferred to technical, who again asked for all our information, WHY WASNT THIS GIVEN BY THE PREVIOUS LADY? after no interest, and a R350 call out fee, we were advised they would be here by 4pm on 2015.08.21, disputing a call out fee of R350, we were transferred to a manager Verne' who again asked for information provided twice now, confirming no call out fee would be charged, and that a call was logged as discussed. Today we wait for the technician after 4pm, end up calling to speak to Heather Johnson who in incompetence advises there is no manager or technical department to speak to nor has there been a call logged? how long does one pay for no security, surely a check is done to ensure safety of paying customers? HORRIFIED