Cartrack poor service

So im a fleet owner Yesterday one of my drivers was in khayelitsha a taxi (mini bus) driver approached the car and grab the car keys and threw the driver out.. In my eyes that is a HI-Jack... The mini bus owner stated he wanted R1500 to get the keys back.. Anyway i called cartrack i explained what happen. The Reply i got " sorry sir we cant go fetch the car its a ***boys rule" so now my question is why do we pay monthly??? The insurance wants us to have it in but this is the service we get??? Is cartrack getting a kick back from the mini bus organization?? Any1 experienced the same?? I would like Cartrack to call me ***