Poor service delivery

I would like to log a formal complaint about the poor service delivery from ADT. After they took over from 7 Arrows, ADT did not bother to reach out to me or other clients, their service got so bad to the point that we no longer receive sms for opening and closing our alarm system. The secondary number was removed from my profile, which means if my number is not reachable they can't get hold of my wife for an emergency. I have reported this a number of times, all they are after is to debit my account every month for their poor/bad service. Note! I have no sign contract with ADT.