VitalAire failure to respond on emergency numbers for Oxygen Machine

My mother is on permanent oxygen. Early this morning the machine stopped functioning and we called the emergency number, as indicated on the machine. During this call one gets redirected to the person on call, who I believe her name is Siphokazi. She did not answer any calls up until 07h22 the morning and requested us to phone back in 20 min time. I explained the situation and I asked her why did she not pick up her phone earlier as I believe she was on call and this is the number that the automatic answering machine gives. She denied that her phone rang. It is now 09h21 and I have still not heard anything from her. I had to phone the emergency number again and spoke to Edward, who informed me that he will see what he can do. So in essence seemingly Virtual Aire does not take a persons life very seriously but take the money from the medical aid very easily.