Nestar refusing to do its job

A loved one was travelling from Durban before gettiong home they took another route thats not the way back home. I had been trackang via the app. I called immediately after the change of route i then requested the agent to call them and see if everything is still fine the agent told me that " We can only dispatch our recovery teams when theres an incident " i mean hello i requested them to call not send out a team. I usually test my panic button once a month to see if its working then cancel via the message so last month i pressed it and decided not to cancel it took +/-10 minutes for them TO MAKE THEIR FIRST CALL. I think if a client doesnt answer their calls maybe after 2 - 3 tries they should dispatch their teams. SWAK Nestar SWAL !