Warranty rejection

Hi husband joined car track in 2017 and in 2021 he bought another car and called car track to remove the unit inthe old car and put it on the new car and it was done, in April he got hijacked with the old car, we submitted a warranty claim and they said they will give feedback within 60 days they never did, we kept calling with no luck, sent an nemerous emails until they responded after 3 months, they rejected the claim because they say there was no payment in 2019,my account always has money and I don't reverse my debit orders, my question is y are they rejecting the claim based on 2019 debit order whereas the new agreement was entered to in March 2021?and this unit is new the one they are referring to is in the new car and the car is in my possession.