Reassure me as I pay you

I'm a client of cartrack but always get sent message's to join up, so I reply yes to a message so they can phone me to tell me what's the story but they put the phone down. I phone them back to get info on what is the problem but also to find out if they can email me a detailed log on my car cause now I'm not sure if I'm paying 4 a service & "no we can't do that for you, you must just accept that you are paying 4a service that we can't reassure for" so now can cartrack help me know how would I really know if they are tracking my car.