so much for immediate security response

19APRIL2015, I received a phone call from CHUBB at 01:00am regarding my alarm signal that went off 18APRIL2015 at 23:00pm at my house-ALRDY YOU CALLED 2HRS LATER!A call center agent asked if the response team should go have a look if everything is ok at the house.I called back at 01:25 am checking for feedback from the response team, there had not been a respond received yet as per the call center agent and they would call me back with feedback. I waited until around 01:45am no call received i finally called again, I got through to a very rude call center agent unfortunately I did not get her name. I was obviously upset that 45 min later an armed response that parks their vehicle 2min away from my house have not gone to check what was happening. this girl kept dead quite with no concern for my situation.I demanded a call back in less then 5min and obviously NOTHING! I called again at 2:00am (an hour later, my house could be empty at this time) and the feedback finally received was:SORRY COULD NOT CHECK WHAT WAS HAPPENING BECAUSE CLIENT HAS A HIGH WALL!! why was i never informed that a 2M high wall meant Chubb not being able to provide the security they promised over my residence???