Cartrek unable to do a simple refund-How will they then be able to track my car???

I am years with CARTREK but last month I made a double payment accidently. This was reported to them on the 2nd of November when I followed up they requested proof of payment that I provided. They said it will take 7 to n14 working days for the re fund. When I phoned them today I was told that there is an issue and that they will have to submit the request again today that will take another 7 to 14 days. Every day there is a different story. So I was wondering should my car get ****** will they be able to recover it? How long will it take or what will the story be?