device not working after doing a upgrade

My unit had a problem in November 2018 and I reported it. They said they will send a technician to fix it and non of that happened. I decided to do an upgrade and add a GPS and a panic button. they have sent a sms that my unit has a problem but I am the one who keeps calling them to ask when is the technician coming to fix it. now they are telling me that my account is in areas. I don't understand how is it in areas if the device is not working. now when I call back I am kept transferring to all these departments and no one is giving me a straight answer