Netstar is robbing me

My husband was in a accident on the 17th of october. On the 28 of august our tracking devices was installed in our 2 vehicles. At the time of the accident i did not get a impact alert or even a notification that the battery was disconnected. I have been struggeling to get feedback from netstar since the 18th of october 2019 on why i did not receive any alerts at the time of the accident. When i phone they say i need to email. When i email i get a automated response saying feedback will be provided in 2 days. They say i need to pay a cancellation fee of R2300. I do not want to cancel the tracking i need a new device installed to the new vehicle. I am still paying for the vehicle that was writen off. Netstar says: Please be advised that I confirmed that an sms was not sent due to impact not being harsh, therefore the unit could not pick it up. Accident not harsh?the vehicle was written of my husband hit a ***. He could have been dead. And they say its not harsh? Must someone be dead for the to say a accident is harsh? I will not pay for a device that was not working. It was a newly installed devices why am i liable for settlement?