Activation of car track device

A consultant from car track called in January stating that they are receiving alert signals from my vehicle, I then explained to her that the vehicle is with the panel beaters since I was involved in a car accident, She the advised that she will deactivate the system on her side and once the vehicle is back with me I should give them a call so they can reactivate it. As soon as the vehicle was back I called car track to reactivate the system and they said they will send a technician to come and repair the device as they cannot reactivate it, it is not responding. I did not receive a call and I called again and again but still no luck, what frustrates me is that I am paying for a service on a monthly basis which is not helping me and the poor service I am getting from the supplier. Can they just fix the device