Unresolved refund issue

Can someone balance me here please. I took a contract of three years with cartrack and last year in May I was involved in a car accident, the car was written off. I brought the matter to their attention to say that I could not continue with the service as I was no longer having that car. In June 2023 I purchased a new vehicle of which the dealership had already installed the tracker on this vehicle, I went back to cartrack to ask if I can't cancel that previous one and I was told that I had to pay for cancelation fee of which it didn't make financial sense to me, another option that I tried out was that the device be removed and placed on the new vehicle and they explained to me that it wouldn't work as it will consume my battery a lot. Then I came and complained about several things on this platform with a hope that I'll get solutions to my problems, one of the issues was that they had combined the premium of the previous car together with the current one and one of the employees when he saw my complains, he spoke to his superiors to look at this matter and that car track which has been written off was canceled at no cost, thanks again for being reasonable on that. However, I've brought the matter the second when I saw that I was debited since well I couldn't cancel the contract and when I asked that I should be reimbursed from May until November, the person who was chatting with me on your WhatsApp channel was even rude towards me by the name of Walisa, said that I'm not being owed. Let's just be fair, I did report the matter, no one was willing to assist me until the guy who assisted me in December stepped in and afterwards he left the financial part to finance people but those people are unprofessional, rude and they don't return emails.

I'm really concerned about this type of behavior and if they knew that it could affect the business negatively, they shouldn't treat people like that or as if they are doing favors for us, we are paying for a service and we need to be treated with respect.