Negligence by cartrack

I have installed cartrack on my vehicle early September. On the 25th Oct 2017 I received a call from one of thier call center agent informing me that there is a fault on my tracker and they will be sending a technician to come repair which never happened. On the 30 Oct 2017 my car never returned at the time i expected it to ruturn till to. A ******** case is open can't help as the tracker is not reporting and they are hiding under the excuse that i have to turn charges of taking the car without the owners concern to theft. And this is simple, they just cannot track the car and they had plenty of time to repair the faulty device.