Fidelity adt never responded social media officer or nothing regarding my business burglary

I have reported earlier a complaint regarding my business burglary. Adt promised here on hellopeter that a social media officer was supposed to get into contact with me. It's been over 48hrs and no one has reached out to me. I hope they are taking my matter serious because I have lost a huge amount and I don't think they are even trying to help they don't want to pay for my loss or claim I think next step from me is that i have to go to news paper and post an article because this terrible customer service. I wish one person from the adt team can help resolve my loss, which i am holding Adt 100% responsible for because it is their duty to protect my business. I am making a request to the person who told me a social media officer would contact me please its urgent im hoping I get a proper call from someone.