Poor service

My car was ****** on the 4th of february, my case was not taken as emergency, they told me that they have load shedding their system is slow, until today i havent got any response on where my car is, its so frustarting knowing that they quick to debit their monthly payments and not quick to solve the problem, i called them this morning they keep on refering me to different departments , firstly they said recovery department will call, they called me and said that i should call fleet management for last seen print out, i mean, why is Car track failing to simple loctae my car and tell me the solution rather than referening me to different department, they taking serious cases lighlty and it is frustrating, i am not happy at all, this is poor service on another level!