Need Help With System

I have had the same problems with my simpli safe system for over a month.

The customer service is terrible. There is only one person at the firm, a supervisor named Josh, that has ever been able to solve any of my problems over the many years.

I have been on the phone with SS for 2 hours today.  I am on hold as I type.  I have been disconnected three times, and NO ONE is able to answer the most simple questions.

How can I reach Josh?  No one at the firm seems to know who he is, which is absurd. He is in the USA and there are a LOT of Josh's notes in my file.

My sirens don't work, the firm did not call when my alarm was tripped, and more.