Failure to contact customer

I have been contacting Vimba Security with regards to my alarm which does not notify me of arming and disarming. I have contacted them before and they told me that the alarm is not sending signal to them. They rectified the problem but it has started again and when i phoned they told me that they will let someone contact me and that was last week friday 12/02/2016. I called again on monday 15/02/2016 and yet again i was told they would call me as no one is available to assist me. It has been four days now and i have not received a call from them. My alarm continues to not notify me which poses a safety risk. I have even activated the panic button but to no avail as i did not even get a call to find out if everything was ok.