Disappointed by Cartrack

I am so shocked with the service I got from Cartrack after paying religiosly from 2018 April.So I picked up that my device is faulty and been calling them to get a technician to come have a look at it ,to no avail.every consultant I speak to basically says they will call back in 5 mins .If this car gets ****** as I’ve been driving with a non working device for almost a week ,whose fault is it ?And I am the one paying for the repair of that device aswell as this is my fault