Formal Complaint Regarding Panic Button Response on 4 October 2026

I am writing to formally lodge a complaint regarding the service I received after activating my panic button on Sunday, 4 October 2026, between 20:02 and 20:07.

At the time, I was driving through an area that I was unfami**** with and believed to be unsafe. Out of concern for my personal safety, I pressed the panic button and, after several attempts, eventually received a call from one of your agents.

During the call, I explained that I was a woman driving alone in an unsafe area and requested that the agent remain on the line with me for a few minutes until I had driven out of the area. Rather than showing concern for my safety, the agent responded in what I perceived to be an irritated manner and asked how long this would take. When I explained that it would only be a few minutes and that I would advise him once I was safe, he immediately informed me that they were "not a security company."

I found this response both inappropriate and insensitive. As a customer, my understanding is that Matrix provides safety and emergency support services, particularly when a panic button is activated. At a time when I genuinely feared for my safety, I expected reassurance and assistance rather than a dismissive response.

The interaction became increasingly frustrating, and despite my clear distress, the agent terminated the call without attempting to assist me further. Shortly thereafter, I was almost involved in a serious motor vehicle accident when another vehicle drove through a red traffic light.

What concerns me most is that after my panic alert was activated and the call was disconnected, I received no follow-up contact or welfare check. Had I been involved in an accident or become the victim of a crime, there would have been no way for anyone to know that I needed assistance.

I believe the service I received fell far below the standard expected from a company entrusted with customer safety and emergency response. The agent's lack of empathy, unwillingness to provide assistance, and decision to disconnect the call left me feeling vulnerable, unsupported, and unsafe.

I request that this incident be thoroughly investigated, including a review of the call recordings and the actions taken following my panic button activation. I would also appreciate a written response outlining the outcome of the investigation and any corrective measures that will be implemented to prevent similar incidents from occurring in the future.

I look forward to your prompt response..