Guards dont show up

On Sunday, 10 December at about 7:30AM my house alarm was triggered. A TRSS guard had come to the complex front gate and I was called to let them in by the front gate guard. I am not sure how this helps if I am in a situation without my phone. When I signed the contract with TRSS, Gabriel had advised me that the TRSS guard will be let into the complex without needing to be called for entry.

Furthermore after allowing the TRSS guard entry and waiting for them, I am told the Guard simply left because he waited too long at the gate. I am not sure what type of service this is where I am not being provided with what was promised.