I need answers

I encountered an incident on the 11th of March, my car battery was ****** and Cartrack did not send me any alert about this activity or call to find out what was happening. I was contacted by control room yesterday and was told they did send out an alert and asked to which number, the number they gave me was incorrect. I than asked how my number is incorrect when accounts was able to reach me on the 4th of March, I was told my number was changed I asked by whom and when. They said they didn’t know and I was transferred to client services, I asked same question about my number being changed and they said there are no notes of me requesting to change my number. Now my question still stands, how was my number changed in the system without my authority and there’s no record of me requesting to change it but it was changed. I need answers