CHARGING ME FOR A TRACKER THAT HAS NEVER WORKED!

Last week i got a call from their 'Technical division' to say that my tracker is not active and has not been so i requested that they cancel it with immediate effect and refund me, So I call them today to confirm that it has been cancelled and I want my refund, Why must i pay for a service that does not exist - so the arrogant customer person on the phone not only keeps me holding for 20 minutes she tells me IT IS MY RESPONSIBILITY TO CALL THEM TWICE A YEAR TO MAKE SURE THAT THE UNIT IS WORKING !! REALLY ?? Since when, what a cheek!! and I am therefor not entitled to a refund ! When they signed me up they told me that all they had to do was re-activate the current tracker that was in the vehicle and that was it, and now it appears that it never worked in the first place!! This is theft.