Cancelling of my Account

I called to test my tracker as you have to on 28/10/2015 and they advised me that my account as been cancelled from their side and someone from accounts will phone me back to sort this out, nobody called. The next day I called and got hold of a call center agent and he advise by my account was cancelled and that they will refund me since they have cancelled my account without informing me. I'm still waiting on them to come back to me and to send me any information on why the cancelled it. But they still take your money even if they know its cancelled from their side. If my car got ****** my insurance wouldn't have paid out as they are aware the same as me that my tracker is work as it was since i last checked it.