safe touch security Breach of Contract jacksonville, Florida

I purchaced my alarm system in July and at the time I choose the smart phone option to be able to monitor my home alarm from my phone. I paid a extra $199.00 for this option here it is Oct 15th and still do not have what I paid for. They were paid in full in July my mistake. I called two weeks ago and was told they were going to have to pull my file to see if i had paid for that option. I have made 5 more calls including the one this morning with the women promising me she would call me back in a hour that was at 9 am. I called the company back at 3 pm to talk to a supervisor and she told me they had to pull my file to see if that was a paid option. I asked how long does it take to pull a file because I have been told that for two weeks, she could not answer me. You call them and the phone message says I will transfer you to our award winning service department the only award they could win is the stupid award.