Bay Alarm Company

I signed up with Bay Alarm and after 3 years, upon returning from a trip of 10 days I found my alarm was not connected to their monitoring station wherever that may be located. When I called them they told me they had to check my system and they send somebody but advised I may have to pay for a service call,
The first guy that came with that commonly used «window» of 4 hours where you have to be tied up to the premises was useless. 3 wasted hours. Then comes younger, intelligent, eager beaver guy that decides my signal through the phone may never work so we go to a slightly different («Radio») connection.
Apparently I had been disconnected all the time I was away and maybe more. How did they react?
«Oh Sir, but we send s signal once a month so EVENTUALLY we would have found out!» REALLY?
Now a year later, today 8÷20÷15. At 4:00PM I find I have a phone message from them from today at noon, indicating they got an error message from my system…“could you call us please and mention incident number 87 208 899?” Now if you are in your car in Sacramento and live in San Mateo…, how in the Dickens are you going to remember that number?
Now for the topper. Here is me talking: «So you received an error message at 12:00 noon. I did not return your call for 4 hours. How come you did not call the second person or phone you asked me for when you set up my account»”?.“
Bay Alarm: «Oh because we only call the second person if their last name is the same as yours».
Mama Mia, St. Joseph and Virgin Mary!!! Can you believe that logic?
Most people have married daughters or neighbors with different last names. Should I force them to change their last names? Why did they accept that person as a secondary contact?