Non existent service

Tracker was installed the week before last already and the installer said that I can download the app and phone the call centre to assist login. I downloaded the app and contacted the call centre. They have sent me the login details, which still did not work. I called again and was told they will sms this to me. More than 10 days later and still cannot access the app. If they this useless and taking so long just assisting with an app I wonder how long will it take them finding my vehicle should it get ******.