technical department doesn't attend to emergency

on the 25 February 2016 I called matrix mix telematics and hot a reference number from them no one has contacted me ever since even though it was confirmed that my account with them is up to date...I waited patiently and have now lost my patience with them called them today 12 March 2016...after receiving no help from them except a reference number it is now 16 days later and I have not been contacted or helped by them...the telephone service from them is poor and the time I have had to wait for them is ridiculous the I lost my patience today when even though the call centre agent tried to put me through to technical department so they could assist me they did not answer....I'm dissappointed and next I'll be contacting the ombadsman