Matrix- BAD experience

I lost my car keys and panic button remote, which I reported to you on 31 August 2026. I received a response confirming that a service ticket had been logged, but I have received no further communication or update since then. I have also tried contacting Matrix again by *** and have been unable to get a response or get hold of anyone who can assist me. I did put a review last week Thursday and then someone called me and told me she will send me details of where I can go pick up a remote and I did not receive anything yet!! No email, no SMS ,This is becoming extremely frustrating, as I am continuing to pay for a service that I am currently unable to use due to the lost remote. Please can this be sorted out asap