Issue with Tracking unit

Good day, I signed on to Cartrack in November 2022, and I was advised that I'll receive an alert if the car battey is removed from car. In October 2023 I changed my car battery and I didn't receive any alert , then In January I took my car for maintenace where they removed the battery but still no alert. I then contacted Cartrack and report the issue ,I was advised that I'll receive a call from schedule department to assist me still today nobody returned the call. On the 19 Feb, I called again to follow up on the initial call logged however I was told that the schedule department didnt log a call but If i want to get my unit fixed I'll then need to make a payment of R600 or R30 will be added on my premium. Why must I pay for unit to get fix for me to receive alert while it never work from the inception of the policy?