Bad customer service

In Jan 2020 I asked an agent over the phone for my "contract" or agreement with cartrack so that I know what I'm paying for in order to compare with others because I was not fully satisfied with the service. I don't know what I'm paying for. I was told that I did not have a contract, I'm paying for what I agreed to on the phone when I started the contract 5 years ago. I told him that I was not comfortable carrying on until I know. So he said calls are recorded and they would send me the recording. But I'm still waiting...