Panic button that does not work

I have had my car for 4 years now and it had the Altech Netstar tracker. So 3 months ago Altech informed me that my unit is old and I can install a new tracking unit and that I will pay R199 per month. The new unit was installed sometime in July. The newly installed tracker comes with a panic button that is not attached to the car. Weeks after the tracker was installed the fitment indicated that they need to come check whether the tracker was installed properly and they came on Monday the 13th of August and i was informed that everything is working fine so I thought that meant the panic button would alert Netstar when pressed and that they would phone me back when I press it to check if I am alright. 2 weeks ago i then decided to press the panic button, pressed it about 5 times while i was in my car driving around 21:00 midnight at night. To my surprise no one phoned me. I then phoned the following day to inform them of this. Guess what! I was told that the panic button is not linked to the tracker. How is that even possible? How come they did not pick it up when they came for routine checks? What would have happened if I was in serious danger? So after i was told these news i was told by 2 contact center agents that they would contact the fitment center to schedule an appointment with me to come check the tracker and that has not happened. I am really not sure whats happening and whats frustrating is that this issue is not taken serious by Netstar.