Cartrack SA - Mystery of a non-updating tracking unit

I called Cartrack South Africa and had a tracking unit installed on my motorbike on the 14th of July 2018. On the 5th of August 2018 the tracking unit stopped updating on Samrand Road in Olivienhoutbotsch, Centurion and I realised that there was a problem. The time was 12:00:47. I called the call centre numerous times and was given a standard answer, "check after 30 minutes we are rebooting". To cut a long story short, my motorbike was ****** and I reported at it at the Olivienhoutbotsch Police Station. The tracking unit has still not responded up to now. Information on the app still shows that the motorbike was travelling at 24km/h and that as of 5 August 2018 it was on Samrand Road in Olivienhoutbotsch.

I sent an email complaining that the unit should have sent an alert if it had been tampered with. The only response I get are useless phone calls from the shift supervisors telling me that they are still on the lookout for the motorbike. The tracking unit did not do the bare minimum to curtail the theft of this bike. I cannot get a specific answer as to why the tracking unit did not trigger an alert. Is it that the system was down at 12 midday on the 5th of August 2018? No one at Cartrack SA seems to know what happened.Given this shoddy service I will not be going back to buy another tracking unit from Cartrack.