Disgusting Service

We have a Tracker fitted in my Mothers vehicle due to safety reasons and for the fact that she travels with kids due to her business , we have tested the panic button this morning after an incident in our town where a person were hijacked and ******ed in this week in the same area my mother travels , someone from tracker contacted my mother one minute after the panic button was pressed , but dropped the line not knowing if she is ok and safe , till now no call were made again , there were also no calls made to any of her emergency contacts on her profile , so my question is what is going to be done to the agent that did not call back and why should we keep our business with you if you cant protect as promised? further to this , this could have been my mother that has been ******ed and you would not care less? urgent response is needed