Missing unit not detected my tracking company

I was recently in an accident and when trying to get my trip report I realised that my tracking unit was unfortunately removed by a third party and I was unaware all along. Cartrack failed to notify myself (no call, sms or email) or contact my emergency contact when the signal on my device was lost. I've called in multiple times trying to understand how it is possible that they too were unaware that the unit was removed. None of their call center consultants were able to answer me or direct me to someone who could shed some light on how they didn't see this. I called in months after the unit was removed (unaware that the unit was missing) to activate roaming as I was leaving the country and they "activated" the roaming on the missing unit, when I asked them what they activated because the unit was not there I still wasn't given an answer. The last person I spoke to was Carmen Samuels who was not only rude but extremely unhelpful. She told me that she could not transfer my call to their technical team and would send an email to them and that I should receive feedback within 48 hours, I did not receive any feedback from them after the 48 hours and when I checked in again, it turns out that she didn't raise that note on my profile so there was no way of checking if my query was even taken forward.