Poor customer service despite successful debiting

We bought our house in April 2025 and since then battled for months to get our Ajax security system set up by beagle watch (handover from the previous owner), first the delay was that the old owner had to give consent for us to take over the account, which had to be done several times before they finally registered my husband. But, we have had to continue using the old owners login details because they have failed to transfer over or send a technician to set us up with our own login details. Those login details have now stopped working as of this week, thus we can not set our alarm/beams on or use the app to operate our gate and garage. If this isn't sorted be end of next week, we will have to terminate because we cannot get into the festive season without security, despite paying for it. They've been "sending s technician" or "calling us back" for weeks now without anything being actioned.