Shocking service from ADT Fidelity, Cape Town

We live on a smallholding. There is often worrying activity on and around our property at night and we have several alarms and beams. Our alarm went off at 3.40am this morning. ADT called and we requested assistance. After an hour and two calls from me to request help, there was still no vehicle or assistance. This morning, I requested an investigation and was notified that the call for assistance had gone to the despatch but was not actioned. So we were left unaided. This is the third time we have had a serious security breach on our property and ADT-Fidelty's service has been appalling. On a previous occasion, despite multiple requests for escalation and investigation, I received no feedback at all, not even a courtesy call. The time before that, I was told that when there is load-shedding the call centre fails. Seriously. I am disgusted with this lack of service. We pay a lot for a service we don't receive. ADT knows that this area is vulnerable and is aware of ******** activity on surrounding properties. Appalling.