Faulty Digipad and poor customer service

Since last year September I have had an issue with a Digipad that was installed at my premises to allow for access of the response team as per the requirement. The # key was faulty and as a result the main access point my property was compromised. Since December, The Digipad does not work all together. <br> <br> The main issue here is that access to my property is now not possible at all and in the event of an intrusion, access will not be possible. The consequences of this are unimaginable especially if an intruder gains access to my home whilst we are inside. The armed response will not be able to help as they wont be able to gain access because of a Digipad that does not work. The Digipad is still under warranty and is subject to the conditions as stipulated in the contract in terms of damage but that needs to be checked and that cannot happen if your technical team does not attend to my request.<br> <br> Today I called in (call reference ***7) and I cant seem to get closure on this matter. My safety, for which I pay a premium for, that is debited by you every month, is compromised. How can I feel safe in my home...<br> <br> Please help me with rectification of this issue.