Pathetic Customer service

I dont like to take to social media platforms but seriously why is this the only way that i can get through to Matrix. Yesterday i called requesting to change banking details on my account to my husbands name. The lady tells me that his ID number doesn't exist, than she requested my ID number and tells me that it doesn't exist. How on earth is that possible? She than promised to call me back at 8am this morning as she told me she doesn't know whats going on with the system, its not 10:30 and still no phone call. I called Netstar yesterday to change details as well and had no issue of someone telling me that both ID numbers dont exist. Three weeks ago i called Matrix as well regarding issues on the mobile app telling me location unknown on my vehicle, i was told to download it on another phone, i did that on 3 different devices and it tells me the same thing, i called back a day later and guess what to date im still waiting for someone to call me back. What the use of having a vehicle tracking service when i cant see on the app where my sons are? Seriously what do i need to do to get attention of someone to help me