Poor service

Apparently someone grab my key and drive my vehicle away and i call the police and cartrack,the police called to say my car is in the other street but no keys ,i went there and find my car with no key and i explained to Cartrack what happen ,after they suggested i have to go and get a spare key to get car home and i did so amd drive the car home ,now they deducted R566 in my account they are saying it was a fails alarm ,i need my money back and cancel but no one is helping