Panic Button Pressed many times and no response from Matrix

I don't know whether Matrix device is working or not maybe It was just installed for decoration purposes instead of safety. I received a call from the driver of my vehicle where the tracking devices was installed, confirming that he pressed a panic button many times as he was unsafe and followed.

To my surprised not even a single call from you Matrix. I called customer care and Pam was very rude and end up dropping my call. She failed to explain to me why there is no response for a panic button when my driver and my car was in danger. What if my car was ****** since there was no response from you? You are putting our lives in danger if you don't react for a panic button. What is the use for it? This is a ****!