Unresponsive

Went on holiday on the 22nd December came back today I had informed the security service that I was going Away when I came back I forgot to disarm the alarm and the alarm went off but no response from the security service I called and spoke to someone at the monitoring centre and he said that they did not receive the signal he advised me to try and arm the alarm and make movement in order for the alarm to send a signal I did that and I received a call from the security company where I was told to drop the call if I wanted to speak to an agent and I will be called back a hour elapsed with no call from the agents and I called and was kept on hold for more than 30 minutes with marketing recordings being played and no one answering the phone If I was in a life threatening situation what could have happened? Is this what we pay the company for?