Cartrack bad customer service

Cartrack installed a tracker unit for me last year, and the tracker has been inactive since February 2025. They uave promiced to bring a technitian to repair, but to no avail. I am currently trying to cancel the contract with them, but they want me to pay a cancellation fee before they can cancel the contract, whereas I have been paying for a service that does not exist for the past 11 months. They refuse to send me an email to confirm that they will refund me for the 11 months of no service, but expect me to sign a form commiting to pay a cancellation fee. My frustration is fueled more bu the fact that the people doing this are from the CEOs escallation office.