They don't call when panic is pressed

Very disappointed. I have been pressing my panic button for the last month, I do receive the message on my phone, but no one ever call me, they called me a few times in the beginning, when I tested it every second month or so, now even if I go through a pot hole and I receive a panic message, no one calls, very disappointed that I have to pay them monthly, but can't rely on them to call you. I send emails to them, but haven't even heard anything back, about 3 weeks now.