Matrix doesn't respond to anything

I've been trying to get Matrix to actually use the correct contact number when there is an alert through multiple emails. They put my mothers number who is next of kin as the primary number. They got it wrong from the very beginning and their departments don't respond and when I try to cancel, the cancellation department also doesn't respond. Now if I just block the debt order, it negatively affects your credit record as rejected debt order. For a company that it's main purpose is response , they are very bad at it .. making the whole service useless...