Matrix tracking poor service

I logged a request to cancel a tracker that was fitted on my sons bike last year. Prior to installing the tracker and during the calling process i clarified with the consultant that i cancel the tracker at any stage as the bike was a temporary buy . We have since bought sold the bike and bought a vehicle , i have been informed that there is a cancellation fee . I have requested to ask what i am paying for an i am yet to receive a response . I initially requested to cancel this service in the first week of December and only received assistance after i calling in this week . What does not add up is that we have to date 4 tracking device with this company and yet they are poor with their service offering . I need this tracking device to be canceled asap .