Poor Service - New Customer. Did I make a mistake to join Matrix

Signed up with Matrix 4 June 2024. Installation was done. Tested the panic multiple times and did not work. Also now have a noise in the vehicle which can only be related to the technicians fitting the device. Contacted Matrix on 5 June the morning to advise them of the issue. Shifted from pilar to post. They were quick to sign me up, not so quick to help with issues. No response back on 5 June. In the afternoon I tested the panic again, at my surprise a light flashed indicating it is working. Unfortunately no call was made to me. On the morning of 6 June I called the customer care center again to confirm what is going on. I am advised by the consultant that the panic was received, but cancelled with the reason being pressed by mistake. I advise her I received no call from them, so who would just cancel a panic. She says she is not sure and asked me to test the panic again. She confirmed she received the panic, however the system indicates ignore panic? Why on earth would the system then indicate it. She then said I need to speak to control room. Mpho(male) answers. What a frustration to speak to him. He then says he is not sure what is happening and I need to speak to customer service. I advise him they said I must speak to him. I call back to control room and the lady Mpho answers. I informed her I pressed the panic again around 9 to which she advises me that they got it, made one call and did not get any answer so did not bother calling again. I ask her why the second contact was not called and she tells me there is only one contact. I lost it as I clearly stated two contact numbers. I am concerned if there is a real emergency if they would have my interest at heart.