PAYING FOR THEIR FAULTY SYSTEM

I signed up with Chubb last year July, I am not happy with their services. Firstly they respond hours after the alarm activation, and sometimes even phones to confirm hours after the activation. And I was once told that they attend to panic buttons activations first and my question was what if you cant get to the panic button, and the lady said well there's nothing they can do. Then now with the load shedding apparently their system shows that there's alarm activations when the power is restored and I'm being charged for those calls they make without us activating the alarm, why must I pay for their system being faulty???? Other security companies you get sms to alert you that there's load shedding, and with Chubb they don't. Why must I pay for the service that I don't get and pay for their faulty system??? I called yesterday and was referred to the technical dept and spoke to Elsa who advised me that George Costa will call me back, I'm still waiting for that call and nobody called since, I called again today and this George is forever not available