Non response to queries. Are they legit

I am still trying to get a reply from cartrack. Other that weak WhatsApp messages continuously asking me for a ticket number and ignoring my emails. It has now been a week and their excuses are that they uses tickets (sure, but no reply) and their email is a different divisions. Perhaps they hav so many divisions and is losing track - who knows. I have cancelled the debit order - Lt see how fast they jump now. their last reply was same as previous "Kindly note that your query has been escalated to the emails department to assist you further." That is where it stops, and after a while the WhatsApp comes back asking, "have you been sorted", please send us a ticket nr