Poor Customer Service

On Friday yhe 27th of July 2023,an intruder knocked at my bedroom slide door at about 20:03 in the evening.I immediately pressed the panic button.I did not receive a call from ADT to check if everything is fine,instead I called them and they highlighted that my number was engaged and they called an alternative number which belongs to my brother and my brother alerted them to send armed response,I waited and I made 2 more calls to check how far armed response was,on the 2nd call the person who answered the phone said they were gonna check with dispatching unit why they are delaying and that she was gonna update me,she never got back to me,I made the 3rd call and only then I was informed that armed response was outside my gate,and this was 30 minutes later.I asked the armed response officer by the name of Grant as to why they took so long and he said he only received the instruction 2min before he got to my place.On the 28th of July 2023 I called ADT again to lay a complaint and to get an explanation as to why they took that long to respond,I spoke to Zandile who informed that she will email the complaint to their Technical Manager and he will have to explain why armed response took 30 minutes to respond to a panic button activation.Today the date is the 03rd of August 2023 and I have still not received any explanation from Fidelity ADT,this means that the intruder would have harmed me and my kids and Fidelity ADT would not even cared.It is shocking in such for them to treat me like this,I am paying my premium every month for my safety,only to get this type of service in such a high crime rate country.