Service issue

I have been having a problem with the cartrack service,I am really not happy at all.I the been paying my for a service that I haven't received for a year from them,when I called them due to my issue.All they said is they will send a technician to come fix my tracker that only happens after a year.I requested a credit note for the months that I have been paying with no service.They always say my credit note its pending approval.They checked my records and verified that my tracker wasn't working.Now it's been over 5 months since I reported this issu still they are not helping me out.I have decided to stop paying my account regarding the issue and what they did is to hand me over to legal,why I dont understand because the only issue they fixed was to repair my tracker what about the money that I have been paying with no service .