Failure to contact client after alarm activation

I have been a client of this company from the time it was just ADT and I am surely approaching something more than 15 years. There seems to be fast-growing pockets of pathetic service within the Monitoring Center in the Coastal Branch. I am identifying them as pockets because there are some people that have interacted very well with me. Lately there are times when I don't get called upon an activation of an alarm. Please note that calling prior to dispatching armed response saves the company from wasteful and fruitless exercise of sending armed response where it is not required. It also saves the clients from seeing themselves exceeding the monthly armed response threshold which may result in them having to pay extra. In addition to failure to check if dispatching is required, I also never received any call for feedback (as also required by procedure after armed response is dispatched).

So basically it seems like the company has decided to stop calling me despite being a paying client. What exactly is going on here?