Car track has no ethics!?!?

I’ve had car track for a little over a year now, just for tracking of vehicle… I’ve requested a dash cam aswell as a prevent, got a booking , they came installed… start prevent was faulty and device was not working was told they’d fix it the next day… no1 showed up, account was debited.. had no problem as I assumed they’d fix it would contact me the Monday in regards to installing… no1 did I called the Wednesday to try and rebook said some1 would call me back.. waited till Friday .. nothing happened .. so I called the following week explaining my car is rented out, I would need a booking for a later time or the weekend … if I cannot get a new booking , we can just cancel out the start prevent, and continue with the dash cam. I was told that I need to pay 2000 something for bridging a 3year contract, I DONT HAVE THE START PREVENT DEVICE, what exactly am I bridging??? I’m not canceling the entire package, just the item agin THAT I DO NOT HAVE , and cannot get a booking for???? Why must I pay for items I don’t have again??????