Poor service on another level, how do we feel safe when reaching out s a problem.

I have been waiting on a call from technical department after doing alarm testing then I was promised to be cantacted by technical team to fix this, it was last week when they promised to call me bust still nothing. I'm not safe but paying monthly for poor service from them. They keep send me sms that follows yet they told me technical tea will call me, but Fidelity ADT ELN: Dear valued client, please contact our call centre to test your alarm. Preferably Mon-Fri, 9am to 3pm. Acc no: MOS02577. I hate to admit but they render poor services, sent email noting happening, live chat is useless and the rep asked for my address by the name of Theo and still nothing happing.