Poor service

My alarm system has been faulty for a week and called in to the national customer care line numerous times to inform them and was told they would come to fix it on thirsday (14th November 2019) and they haven’t communicated anything with regard to their failure to arrive. When the alarm goes off instead of getting a call to check whether all is okay they dispatch an armed guard who only arrives more than an hour after the alarm had triggered itself and we get charged even though we received no call. Whenever I call them I get a different consultant who seems not to be aware of the fact that my alarm system is faulty which is unprofessional .