Poor communication and customer care skills

When I bought my car, it had a CarTracker tracking device pre-installed with a one-year upfront payment made through the dealer. After one year, I received an SMS asking me to pay the account in order to continue using the CarTracker, which I did. I followed up via WhatsApp, and the agent I was chatting with asked me to provide proof of payment, which I did. However, they still went ahead and handed over my account to collectors. There was no communication or attempt to discuss the issue with my account before handing it over to collector. They had my cell phone number and email address, yet no other form of communication was made. This is poor customer service and communication. I am also concerned about the process if my car were to be ******—does the company have a proper communication structure in place for recovering the vehicle? I have been with NetStar for all my other cars, and I have never experienced this kind of service.Furthermore, I would like to know: when my account was handed over to collectors, how are you ensuring that my personal information is protected? I do not recall signing any agreement that authorizes the sharing of my personal information with third parties