double charge and slow respond

we were double charged in Oct still No refund and in Nov during the house break in we pressed panic button and they responded 20min later, when i asked what are you doing here, they said they are responding to the alarm. I said to them that was 20min ago if those people wanted to kill will be died by now and ******s took our tv, laptop, xbox and cellphones. They were like sorry sister will call our supervisor. very very disappointed because sorry wont bring back the things the ******s took.