Bad service with panic button

Such bad service from cartrack had cartrack for about 2 years every time asking them to come out to sort my panic button but they never pitch or call to arrange date and time to fix it im paying every month for it i have a 5year old child that is with me in the car and we had a situation one morning and i kept pushing button but nothing happens or they dont call so why do i pay every month for it if i dont get the service please can someone just get back to me i need this button to work or they need to replace it