2 weeks later and still waiting for IT to call

A month ago I had 2 units fitted in 2 new vehicles. I had issue with the one car nor displaying correct location. I had a call from someone at head office that changed my password and the location was corrected. After signing out of the all my password changed and the app locked. I contacted the call center and was told.IT is aware and will contact me..Two weeks later I'm still waiting for IT to call me. This is really annoying because I know can't track movement of my son's and let alone the safety of them. Why is IT so unreliable is it just me or does this happen to every customer ?