Poor customer service and lack of communication

I have been struggling to get a proper communication from Matrix , their customer service is absolutely shocking, after joining them in 2018 everything was okay till this year, i lost my panic button i emailed customer care but no one responded, last month i was double debited and i sent an email to their customer care still no response and i decided to call them, i finally spoke with a lady by the name Felicia who did not help me at all she kept telling me that i was in errears that's why all of this is have been happening to me. She said she will transfer me to request a panic button but the line dropped while she was busy "Transferring" me. I am so disappointed and i cant stay witj Matrix if we as clients are going to be threated like this. I refuse to NO.