Poor customer service and adding more stress to customers

I have called in to request my car to be Geo fenced for the night since there was an attempt to ***** last night.The gentle man who answered the phone told me that I should have called during the night and did not even assured me that vehicle will be Safe quarded for the night.He added salt on the wound by dropping off the phone whilst I was trying to explain my situation.I escalated the matter to shift leader Steven/Paul who told me that they will deal with the matter internally and there is nothing much they can help me with, They are only assisting with recovery.What about offering customers peace of mind by going Extra miles like other tracking companies?