Lay a complaint and never hear back from them

One of my vehciles had an accident one night - and because it drove a little before it stopped - nobody from Matrix phoned me to tell me - when I phoned them to ask why had no body contacted us to let us know - the response was that they had picked up an impact but because the vehicle continued to drive they didn't feel it necessary to phone me - I told them the vehicle continued to drive because of the impact - they will escalate my query and get back to me about that - never heard from them - then on the 27 October I installed 2 units in another 2 of my vehicles - I phoned them yesterday to tell them that my vehicle is not updating since the 27 October- they will escalate and get back to me - never heard from them - I phoned them again today to enquire as it was still not updating - I was told that I must phone back tomorrow again to see if it is working - but they will escalate it ...... I am so frustrated as we pay a lot of money towards all the units and the service is pathetic