Poor service Matrix vehicle tracking company

My boyfriend was hijacked today 11March 2022 and I received a call from matrix saying that they received panic button notification then I told them that I'm not with my boyfriend I'm at work I will call my boyfriend and get back to them so I call my boyfriend and someone else answered his phone when I try to call again then his phone was on voicemail then I called the tracking company to let them I spoke with Warren and he told me that the car is standing next to phillipi police station and there nothing that they can do I must call the police station on my own to make sure if the car is there and he can't sent his guy's out to look for the car whilist I don't have confirmation that the car is hijacked or not and for him to send his guy's it will cost R1000 an hour and I'm on monthly contract with them I don't understand why Ishould I pay any upfront fee for them to track the c