Bad service

My car got broken into and I did not receive any alert from cartrack... Normally I receive calls whenever the is a problem with the battery or the car but when my car got broken into I did not receive any alert. I have spoken with agents from cartrack and they can see the alert but can't give a reason why I did not get called to confirm if everything is ok on my side. My car is damage and my battery is ****** and other car items.