Cartrack- "Putting me in control of What?"

LOL at myself really because I don't even have the energy to fight this at this time. So I installed a tracker on my mother's car In June 2020, life has been happening and I haven't been checking on this tracker until a car was hijacked close to home and triggered us to wonder what's happening with the tracker. the brother removed the battery and nothing came through and we decided to call cartrack. only to be told by Ms Olga, using the number plate of the car nothing is coming out on the system. she then asked for my number and then it showed i have an account ( i guess at this point its an account not ensuring any car) then she suggests to transfer me to another department where Mr Charles answered on the other side.

i tell him now i am even more worried after talking to Ms Olga that it seems i am not covered. he asks for my I.D number and then, he sees i have an account but then the device seems to not be working. after a discussion with him, he told me that it's their mandate to find the car when it's ****** but it is my responsibility to call them often to check on their device if it's functional.

with this being said I then asked on the system when was the device last functional, he told me on the 19th of January 2020 that is the last communication between them and the device. he further says i need to pay a call-out fee of R600 for them to check this device out. this is where i don't get it. they failed to pick up the failure of their device, and its nonresponse and it somehow is my fault. i paid about R129~R1548 to date since the device died and i must still pay for checking what's wrong with this device? this part i do not get

also overall is Cartrack saying if at any time before today the car had been ****** and the device found to not be functional (in this case, even the plate number i registered couldn't be picked up on their system); Cartrack was going to throw the same" you should have called us to ensure that the device was still intact so you can't blame us for not finding your car"?

Please don't call me if you are still gonna throw the "you should have called us" line, you can just respond here it will be good enough.