ADT allowed a break-in to happen

On Saturday I came home to find my gate has been opened, and there was a car parked outside with a man in the car. I realised it's a ******* in progress at my house. I immediately called ADT emergency. I selected option 1 "if it's a life threatening emergency, press 1" I told the agent there are people in my house, please help. 30 minutes later, security had not arrived and I had even gone back to my broken into house, laptop, TV and other things missing. I called ADT again. The agent told me she didn't call anyone, all I said was there were people in my house. I asked if I would call an emergency line to ask for help and that's all she heard. She never assisted and armed response came at 7pm. I'm appalled that the emergency line responded like that, the whole situation could have been handled better.