Car Track not helpful at all

I had this CarTrack tracker system installed in my X3 last year. On my way back from Johannesburg the 18th of January 2020 my son pressed the panic button by mistake. CarTrack did not respond to that. He pressed it again as he said this thing is not working as CarTrack does not even call you. Still no responce from CarTrack. On the 20th of January 2020, I contacted them and the person prommissed that someone will come out to check the system out. Too date (27/02/2020) no one from CarTrack contacted me nor came to inspect their system in my X3. I mailed them and told them that I want this thing removed as it is not working and they dont care. The reply was (a copy of my contract was mailed to me saying that I need to have this thing fitted for three years before I can have it removed). No one still did not call me too date. What is the use of having this system installed if CarTrack does not have customer service? What do I stand to do? Please assist. Tershia Taljaard. ***