Disappointed customer service

I wrote my car off in December, when it happened I notified cartrack and asked them to remove the tracker from the vehicle.

The consultant confirmed they would remove the tracker from the old vehicle, store it and fit it in the new vehicle. I called them on Monday and nobody knew what was going on. I called again yesterday and today spoke to about 7 consultants in total and each one gives me a different story. I was told by the last consultant that she would call me back in 5 minutes its been over an hour and nothing. I explained to them that my insurance company is pressuring me and they just don't care. I am very disappointed with the service I am receiving. Please could someone assist me, I am nit prepared to pay for a new unit when I was assured that the old unit would be removed from my old car. Could someone who knows what they are doing assist me as this needs to be sorted out