Unhappy customer

I took out a tracker which was working excellent. About 6 or so months im told theres a service that i hadn’t been paying for since i took out the cover. I requested for the recording to ensure I was told about this service. Till today I have not received the recording. My first request was in December and it’s almost end of February and still nothing. They expect me to continuously pay for this and I find it to day light *******. How difficult can it be to retrieve information for their customer. I’ve even sent emails to their complaint department and still nothing. Is that fair????? The service is shocking to say the least