False alarms led to penalty from the City

Hello, since installing the home security system in June 2024, we've been facing frequent false alarms (20+ times from June to August). In most instances we were able to either cancel the alarm on the phone, or inform the call center that it was a false alarm. However, the false alarm happened 4x while we were traveling that eventually resulted in penalties from the City. We tried to call several times but was told that Comcast is not responsible for the penalty charges. Then who should be? We are paying for the service, got no protection but a large penalty bill. Is this how you should treat your customers?