Poor service - no response.

30 April 2021 - I sent an email to ADT advising 1) When we experience power failures we do not receive an sms and 2) I inadvertently triggered the alarm that morning at 5.10am. I received a call 1h10 min later from ADT CT. When I answered within seconds of the phone ringing no one was on the other end, the call just cut. No one called back nor did any security guards do any inspections of the property. The response to my mail was that the concern was escalated to management. On 03 May I received a call advising that my concerns were being addressed and someone would provide feedback shortly. Later that day someone from ADT called and my daughter answered and asked that they call back after 15 minutes as I was unable to take the call. To date no one has called back. My monthly subscription goes off every month with no trouble but ADT are unable to deliver as per their SLA. I want an explanation of why this was the case.