No communication

My mom has been contacting Cartrack for the past 3 months for a panic button that was meant to be replaced, after it failed during testing. Cartrack confirmed that they will send a technician to assist but no one ever came to assist. When we called them, they said an incorrect incident was logged but we have had no communication with them ever since. They are aware that the panic button is not functional, but we still haven't received any assistance. We also requested to have the vehicle registration number amended on their system around the same time, however, on the app, it is not yet updated.