Recently I purchased a new pre-owned car

Recently I purchased a new pre-owned car. Knowing that the brand of vehicle is a high theft risk, on 8 April, I contacted Cartrack sales to have a tracking unit fitted, only to be told that the previous owner still has a unit in the vehicle. I then had an sms sent to me requesting that I email the registration certificate and copy of my ID to *** with the subject line "hard lock". I now needed to wait until the dealership received the new registration document with my ownership reflecting. I sent this email 16 April the moment I received the registration document. I attached a copy of the registration document and a copy of my ID as requested and the ticket was closed. Now I must wait another 4 days for you to resolve your contract with the previous owner which has absolutely nothing to do with me. Is this how you protect your customers that DO HAVE your services ?