Disappointing service

I recently received an insurance quote which requires a telematics tracker installation which the insurance company can only have done by Netstar, which is fine. Problem is when Netstar is supposed to install the device they tell me I owed them in 2011 & my account handed over in 2014, this was a shock to me, I have no idea of these arrears. Be that as it may, I request for them to send me the arrears statement, they promised to do so 5 days ago, I am still waiting! I don’t understand, is this even legal?