No tracking device.... But money is debit

Well i have had Matrix track for 4 years now with average service, for the past few months they having been giving me serious **** service if it is not a double debit, it is a payment not reflecting. Now i want them to come install the tracking device since the old one was removed and till this day i am waiting. I called the call center yesterday and the consultant sound soooo tired to talk and just said they will come fir the tracker just like that......