Unauthorised changes to contact details

<p>I recently signed a contract with CMS for monitoring services. I knew the estate agent was at the house and expected the alarm to be set off, yet CMS did not phone me. I phoned them to find out if the alarm was set off. They confirmed that it was, yet I received no phone call. I asked them to send a patrol vehicle and to walk through the beams to ensure the alarm was properly armed after the estate agent had left, and requested them to phone me back. Again, no one phoned me. When I phoned back to confirm whether the alarm was on and to query why my calls aren't returned they indicated that I am no longer listed as the contact person. This was a surprise to me as I am the contract holder, yet changes were made without my consent. If such changes are made, anyone can phone and be added as a contact person and break in - when CMS phones, they will phone them and they will say everything is in order. I logged this complaint in writing (twice) and phoned several times to follow up. One person phoned me back and indicated they are waiting for information from the service provider to whom they outsource. It has been more than two weeks and there is no sign of my complaint being resolved. I don't get SMS notifications, therefore the only way for me to know if the alarm was set off is for CMS to phone me, which did not happen. The fact that I was removed as a contact person without my authorisation when I am the contract holder is unacceptable.</p>