FIDILITY ADT-what they advertise is not what you get

I joined Fidility Adt and had the alarm system installed with armed response.I also provided them with my physical address.I tested the alarm a few times and were impressed with the quick call response.However i decided this past Monday to test the whole end to end process i.e from pressing the panic button to the reponse car arrivi ng at my front door.I waited and realised they are not coming.I walked to the complex gate and saw the vehicle driving up and down.I eventually stopped him and established that my complex name do not appear on his screen.Only the street name and unit nr.I contacted the control room app 5 times and also had 2 road seniors visiting me.They confirmed all is sorted.Today i decided to test the system again and the same thing happened,my complex nr was not appearing on the screen of the patrol vehicle.I can confirm that my complex number was not visible which means the vehicle was driving up and down.We contacted the control room who confirmed that the address is correct on their side and it should also appear correctly on the screen of the patrol motor which is not.I cannot rely on a company that cant do the basics right.