Appalling response time

Tonight CMS took 1 hour & 12 minutes to call me & tell me my alarm has gone off!<br> 1 hour 12 minutes to ask me if we at home & is everything ok?<br> Imagine if we were being held at gun point!<br> On top of it no guard has come to check on us either!!<br> Is this the service I pay CMS for???<br> Then when I question the operator I get told, sorry we've just come on shift!!<br> Thank you CMS for this very poor response time & lack of service!!!!