ADT Fidelity Security Services - no response

I know from reviews that ADT do not have a very good reputation. I would not use them but unfortunately have an alarm that was installed by them. More than a week ago it started giving problems and I was told by ADT that their technicians will fix the alarm. I must first pay a fee and then they will send someone. I paid and now are waiting. That was six days ago. I don't have security because the faulty alarm and they got my money. I send an email but get no response. I know it is Christmas season but security always comes first. Why don't I get any response from them>