CarTrack Lack of Service

I have multiple cartrack units installed across all my vehicles. As long as the units are transmitting you are okay and the App works. The moment the unit stops transmitting, then the trouble starts. Poor customer care service. No services are scheduled, automatically cancelled by "system" and nobody returns your calls. This leaves an empty sense of security. But you can getter service, by adding xyz for a fee. I do not know how to escalate this as you get sent from pilar to post with nobody taking interest. When you get transferred from one department to another, the whole process starts all over again....