Unhappy client, very bad experience with cartrack

My Chevrolet spark, was hijacked, stripped the engine, and other parts, later burned to nothing, cartrack noticed nothing, car was with my driver, far from me, he couldn't get hold of me at that moment,his phone was taken. When I called cartrack, to trying to understand how did it happen that people could strip out the engine and I didn't get the powerloss call or massage, that was going to help, they confirmed the device, was not at that time, they not it way back. My question: why didn't they book me in when they realised that it's not working. I'm getting no response, they want me to pay for the cancellation fee, on the device which could not protect my car. I could have saved something if their tracking device was working. We could have noticed the power loss during the stripping, now I lost everything. And they declined my claim. Over that I see they deducted money without explanation, till now I don't know what was the last deduction for, I called them and they didn't know, I was told to wait for the next day to be given the reason, it's been days now no call nothing. They don't care about client thus my pick with them. I have called them too much, I have lost a lot of money just on calls.