Funds taken from my Account, but no device in my c

I called your sales dept in early 2014 as I wanted to install the tracking device. I was then contacted by the unit installer to come install the device on my car. We had an appointment set, but on the day, there was a no show from them. I was then admitted to hospital, so they couldn't get hold of me to come install the device. I then tried to contact them, but the lady I spoke to said they were offline and they can't help me. I then called again over a month ago regarding this matter. I 1st spoke to Siphelele(I Think), who was quite rude and didn't understand my query. He put through to some policy holder dept which the lady there didn't understand why I was put through to her. I was then transferred back to the servicing dept, spoke to a lady(forgot her name) but who was quite helpful and said she will call me back and I'm still waiting for the call regarding my query. Money is leaving my account, but no device in my car.