Poor service

I am really not happy with Monitor Net service,when I joined the sales person told me that if the alarm goes off they contact you and if we don't answer they send Arm Response from other security suppliers that are around in Soshanguve. I send them an email on the 3rd March to request amendments of contact details that they remove the other 2 people on the contact list ,and add new.I requested that those 2 people to be the priority to be contacted when the alarm goes off but it is not happening as they still contact me as first preference and I am not staying with the students. On the 08th March 2025 I pressed the panic buttons more than 3 times to check their response,they contacted me and I didn't answer and they contacted those 2 students, and also they didn't answer.I am running a students Accommodation and I have 28 students that uses laptops and I see that they are not safe at all as you don't send Arm Response at all. You only send out a person after 3 hours to check the alarms,without a detailed information about the person or any communication that he is coming.how sure are we that we should open for him? I am not happy at all and I believe you all know the crime of Soshanguve ,and I am paying alot to experience a poor service. I would like to cancel the policy.