No customer service & poor follow-up

A few months ago I bought a house and decided to give the current (at time of purchase) security company a try and signed an agreement with them. As we all know there are loads of what not to do and not allowed etc. that the customer need to comply to and certain things the service provider need to deliver. We added 3 names to the contact list in case of the alarm going off. The order in which the names had to be called is in fact listed as such in the contract. The necessary passwords etc. were given etc. etc. There were no instructions given as to how to operate the system or even the remotes which includes a panic button. We were told that we need to try and figure out what the previous owners security code is (after I asked if it cannot be reset since we are new customers!?) Anyway, the alarm went off and I tried to phone them (after 23h00) engaged. When I finally spoke to them they did not even ask my password. This happened again. I was not called first (as I am first on the list). This has happened now 4 or 5 times?! And everytime I phone them and last time I spoke to the owner who was going to sort it out. Today it happened again and I was still not called.