Failure of Early Warning System and Poor Customer Service

I am lodging a formal complaint regarding the failure of Netstar’s Early Warning System and the unacceptable handling of this issue by your customer service team. On Monday, 6 April at 08:19, I received an SMS alert indicating that an alarm had been triggered on my vehicle. As I was driving, I could not respond immediately. When I rep**** at 08:47, I received a message stating that the SMS had expired and instructing me to contact Netstar. Despite my delayed response, no call or follow‑up was made by Netstar - I could have been tied in the boot of my car. This is deeply concerning. In any genuine emergency—such as an accident or hijacking—this lack of escalation completely defeats the purpose of an Early Warning service. I contacted customer service to report this failure. Although a reference was logged, the follow‑up was poor. I was required to repeat my account, placed on hold for an extended period while the agent “checked with the emergency team,” and ultimately received no return call or resolution. As of now, I have heard nothing further. There is little value in maintaining a vehicle security service that does not act when alerts are triggered or when customers fail to respond. This incident represents a serious breakdown in both process and accountability. I request a formal explanation and confirmation of corrective action. If this matter is not resolved promptly and satisfactorily, I will cancel my service and escalate the issue further.