Shocking response of 1 hour from Fidelity Adt resulted in positive break in

On 17/04/2021 I had a break in at my property. According to the activation report my alarm went off at 17.53pm. I did get a call from the control Room at 18.05pm and asked them to dispatch armed Response as I was not at home. I received feedback from adt at 19.20pm confirming a positive break in. I am shocked at the response time.. I have escalated a complaint to the control Room Manager ..When asked why was the response time over an hour, He advised in his "don't care attitude" that the vehicles were busy and only responded to my alarm activation at 19.11pm. He seems to think this is an acceptable response time. It's not!!! I am at a great inconvenience, that resulted in a huge loss for me as Fidelity Adt did not deliver on their promise of security "always there".