ADT - Absent During Trouble

So I guess every single time I have an issue with ADT I have to post it on HelloPeter because it's the only way I'll hear back. I made an enquiry just over 2 weeks ago regarding an excessive response charge on my account. I called to follow up why this was the case, the agent confirmed it was strange that I had this even though my tenant has cancelled all the alarms that occurred after a power outage. He told me he escalated it and I would receive a call, till this day there hasn't been a single from them so I must keep wasting my time and airtime to follow up and be told the matter has been escalated?? I sent an email to customer care to follow up and it went completely ignored. For a company whose name stands for security, the lack of urgency, follow-up and reliability from ADT has been extremely disappointing. I'm genuinely on my final straw here