Poor customer service and lack of interaction

I reported my vehicle immediately after it was hijacked and cartrack team failed to recover it. I then followed all the necessary steps to lodge a claim for warranty payout under their guidelines to no success. My claim was declined due to a certain clause 10 from their terms and conditions which I knew nothing about.

I presented a request for the said document to be send to me, only to discover that the signature appears not to be mine.

I informed them and was told that they will investigate the matter and get back to me. Its over 48 hours and no one is saying anything to me. Please help me get the service that I paid for and deserve. The company did not even stop a debit order although they failed to recover my vehicle. I'm not sure of what I'm paying for whilst my car is still not found.