Tracker not Re Installed

On 28 December 2019 I have signed a De and Reinstallation Form as i have traded in my old vehicle and bought a new one, I further confirmed with Car Track call centre that the documents were received and it was confirmed that it was all in order and i should expect a call from their scheduling department, ive been doing a follow up every week and will hold for the scheduling department more than 30 minutes without any luck, up to date i havent been assisted and insurance is giving me pressure for a tracker certificate and i dont know what to do as they are deducting monthly for the service im not getting, please help.