Reporting disappointment in 'no response' to assist me with my tracking device that came loose.

I am a Beame-e customer since 2018. My Acc No is: 634900. My tracking device came off on the 1st January. I contacted the office in Johannesburg on the 2nd Jan. I hold the line for 20 minutes, but could not get hold of any person to talk to. I phoned again on the 3rd Jan and when I got through, I stated my problem. They promised to call me back, which never happened. I phone on the 4rd Jan and eventually got through to an operator who told me to take a photo of the device and send via email. I received a Tracking no: ***5. I had to call again 5th Jan and the operator said I need to send to another email. I said that I have already done that. He saw my email and send forward my email to 'apparently the correct' email. He promised to ask the Manager to call me - I never received a call. It is today the 9th January. I have not received any call or response from Beam-e. It seems that my money is good enough to take each month via debit order, but their service is non-existent. How can I trust them in case of an emergency and my vehicle is really getting ******? I therefor decided to write a report, seeing that I am struggling to get any resonse or feed-back from them.