Pathetic service

I have been with car track for about 4 months now. My second vehicle's unit freezes all the time. I have called Car Track four (4) times this morning waiting time about 5 minutes then number disconnects to reset the unit. One of the consultants even sent an email for the unit to be reset . 3 Hours have passed and the vehicle still shows moving. I know the exactly where the vehicle is and parked off. There is just no action. Question then WHY have I installed a tracking device???????????