No response on panic button

I was involved in hijack on Saturday 16 June 2018. I pressed the panic button and I never received any call. I called in on Thursday after getting a phone to follow up and the stupid guy I spoke to who said he is the manager said he confirmed with technical team that the signal was received but no calls were made to myself. Till today I never got any form of response to the panic button I received. My lawyer need full formal written report about this incident so that we can take it up with ombudsman. I want all the money I have been paying for cartrack to recover my car which they failed to.