There are two separate concerns here:
Same thing happened to me tonight. My wife set off the alarm but they never called and they never sent anyone.
You have default rules in place, and in this event an operator accessed the account but a disarm signal came in before a call would be placed, and this was disregarded per that disarm abort signal that came in. For more info about disregard per abort, and options to change it, please read this post.
I recently had my account reverted back so that the monitoring center always calls however they did not call or activate 2way.
I do see record of this action plan change where your account was removed from disregard per abort. I also do not see a disregard per abort in your event history. What looks like occurred was possibly either a bug with the sms text chat that is enabled on your account, or operator error. The event ends with what appears to be an event delay request through the text chat window.
I’m sorry that you experienced this issue, and I am reaching out to the monitoring station tech team to determine what exactly happened. Will follow up with what I hear.