Eight months of not getting alarm remote

Since July 2017 I have been contacting ADT regarding a lost alarm remote for my home and always being told that their vendor is going to get in touch with me to arrange for the reinstatement ever since I have not received it to top it all I must always call them to follow up and had to stay on the line for long while they are trying to get hold of the vendor which after holding on forever their agent will get back and say they are not getting hold of them. This is so frustrating since they do not forget to debit my account every month however they are failing to provide me with the service that they should.