Monitoring center

Would like to hear others experience with the monitoring center. Been a customer for 6 months now. Equipment works great. The issue I have is with the monitoring center. In the commercial you hear the agent say something to the affect of " This is simplisafe, police are on the way." What we get when someone is on our property is "You are being monitored by simplisafe, state your name and business. We are notifying the customer."  And, by the time the agent actually speaks to the person on the property, the person has already walked through the property and is way out of camera view. Then they send us an email to notify us that someone was on the property. Problem with this is is that I might not see that email for a week after they sent it. I also have had issues with missing recordings where there will be an amount of time where none of the cameras record an event. One example is where someone put a garbage can out by the road on our property. There are no recordings of the person who put it out there or whom came and got it. It did record the garbage men stopping to pick it up and empty it though. When I called the help center, they told me I had to get in touch with the monitoring center. After several phone calls with people who barely speak English and several failed attempts to reach the monitoring center I gave up. Seems impossible to talk to a real person at the monitoring center. I was told they would let the monitoring center know about the issue with the missing recordings. I don't know if they did that or not because I never heard back from them. I'm interested to know if other customers have had the same problem.