POOR CAR TRACKING SERVICE

My car was ******, I called Matrix car tracker immediately in a panic and after getting through to the customer care line , being put on hold,and then being transferred to another consultant, the consultant proceeded to ask me numerous questions. I spent about 5-10min on the phone being told that I would have to pay R1000 per hour fee if they dispatched a unit to retrieve my car. What do i pay for monthly? I'm on the highest package. I was also asked if I could go retrieve the car myself...I asked how as I had just stated that it was just ******. The consultant repeated this request and stated that I wasn't far from the location of the vehicle as he was tracking it. There was discussion about ubering. He proceeded to tell me information that couldve been shared with me after a team was dispatched or car was retrieved. He had no regard for the state of panic that I was in and was only concerned about whether I could pay for the retrieval of the car. Once I confirmed that I would pay the R1000 and could he just dispatch the team as the car was getting further and further away whilst we chat,ONLY then did he dispatch a team that was 15km away and would take about 20min to get to where the car was. I truly don't understand what my monthly payments are for. The car was not eventually retrieved by the company but by people in the neighbourhood who assisted me whilst I was answering silly questions. Worst service ever and I will be cancelling my subscription immediately.