Poor service - panick not working for days

Good day, can i have resolution. My panick has not been working for past month now and each time whne i call i being told you rude agent Irish & Dwayne from the 0800 number. I am telling them that each time i call my call was transfered to customer care and they dropped phone on me. What is the use of poaying for the service if i cannot use the panick button in emergency.