Tracker not working properly

I just had a new tracker fitted into my vehicle after a very long and painstaking process. Anyway, to cut a long story short, on the 5th of December 2018 I went to Pietermaritzburg for a meeting when I was done I went to my vehicle and noticed it was gone. I immediately phoned car track to report it and spoke to Gilewa who told me my vehicle is still parked where I initially parked it. Okay fair enough sometimes things take time to update, so I tell him that my vehicle isn’t there. He kept on insisting that it was, I’m telling him that it’s not but he keeps insisting it is. At this point I’m loosing cool because this guy is basically insisting that I’m crazy and that my eyes are lying to me. I tell him to then send someone here to see for themselves and he tells me that he can’t because the car isn’t hijacked or ******, bare in mind that I’m standing where my car was parked so I don’t understand what he means by saying that my car has to be ****** for him to send someone out. He then tells me I will be charged a fee if someone comes out and finds the car there. After arguing for a few minutes with him I eventually didn’t want to speak to him anymore because clearly he was sure that I was hallucinating. I asked to be transferred to a supervisor, I eventually spoke to someone who then mobilesed the vehicle and someone was dispatched and confirmed that the car wasn’t where they claimed it was instead the car had been impounded a couple of kilometers away which I found out from a nearby traffic officer station. My question is why am I paying for something that doesn’t work 1, 2 why am I paying a company that wants to argue with me in the event that my vehicle is ******, 3 how did my car manage to get to an impound while the ignition was off and CarTrack wasn’t able to pick that up. If my car was really being ****** it would have been long gone because of the time I spent arguing with someone who thought I was high on drugs.

I also tested the tracker app, I was parked at the Pavilion then drove home, the whole way I was checking where the car was and guess what? It was still at Pavilion according to the app. 10 to 15 minutes later I’m at home and I check again and guess what? The car is still at Pavilion. There’s something wrong with my unit and I need CarTrack to come fix or cancel my contract so I can go somewhere else.