Faulty Panic Button

I’m very disappointed by Netstar. My panic button has not been working, and I contacted Netstar, 2 weeks back, which they conceded and confirmed that they are not receiving any signal when I press. I’m in the 3rd week now and I still haven’t recieved any help, I have been getting case numbers but no progress. I am paying for a product that includes the panic button and a response but I am deprived of that feature, and when I asked what happens when I am in a situation where I need my panic button, they said they don’t know how to answer that. This is my last resort and if this doesn’t get fixed this week, then I will have to change companies