Desperately Need Help!!!

On the 18th of September my husband was hijacked and kidnapped and when I called Cartrack they gave me the wrong location as to where my vehicle was. Then a few hours later when my husband was on his way back from the traumatic incident, I called cartrack again for them to track where he's coming from, and yet again they said the vehicle is at the wrong location. I called the next day and they again couldn't track the vehicle, so I asked for a manager to call me, but no one called. I called twice again and no one calls back. The consultant I spoke with tells me there is a fault on the device and I need to pay for a technician to come out. Why must i pay for a device they installed, doesn't the monthly premium cover this?? I asked to speak to a manager but still no one calls back. Now this month they increased my premium to more than 10% and still will not get back to me. And every time I call and explain they cut the call. I will also be reporting them on social media so that people are aware of their service. I've been a loyal customer of theirs since 2019 and this is how they treat their customers. My current situation as it stands is: my premium has been increased but they have not been able to track my vehicle in over a month. they say I am unable to cancel my contract, I'm paying for a service thati am not receiving and no one will help me. When ever they cannot answer me they cut me off.