Non service in 40 mins

I an a registered and up to date paying client of UBUNTU Security.on the evening of 20 May 2015 18h06, I called Ubuntu's office and spoke to Marilize. I reported that there was a red suspect Mini Cooper in front of my house and gave her the registration no. This vehicle was seen at different houses and moved on when vehicles approached. She advised that a vehicle will be sent immediately, my address was given to her. at 18h22 I again called the office and again spoke to Marilize and advised that there had been no vehicle, it must be mentioned the office is approx. 1 KM away from my home. I uttered my dismay and disgust as to the type of service given, she did apologise but could not say why there had not been a response vehicle to investigate. I then asked for the manager or owner and she said Mr Elroy and was given his cell no. On calling it, the answer was , the no is not available and to call later. MY QUESTION IS, IF THERE WAS A SITUATION AND WAS ATTACKED AND HOUSE CLEANED OUT, DO I HOLD UBUNTU LIABLE AS I PAY THEM FOR THEIR SERVICES AND PROTECTION OF MY ASSETS. It is sad that the day has come that people you pay to give assistance accepts your monthly install but no service.