Netstar's failure to provide service

On Wednesday 18 November 2015 at 10:00 my vehicle was ****** during a ******* at my home. Immediately after I discovered this I phoned Netstar since the vehicle is fitted with a Netstar tracking device. The call was made at 10:07. At 10:27 I received a call from Netstar informing me that my account is not active and that they refuse to do anything. No amount of arguing and threats from my side helped - just blunt refusal to do anything. I eventually hung up the phone and started dealing with the investigating officers from SAPS who were on the scene. A friend then offered to try and find out from Netstar what is going on. After a phone call of more than 30 minutes and being sent from one department to the next, Netstar eventually admitted to him that the account is in fact active and they then finally started tracking the vehicle and successfully recovered it. Today, 19 November 2015, I contacted the customer service department of Netstar to find out what the problem is and why the confusion.I was told that they had a problem to find information but when we gave the chassis number they found the details. This is a blatant lie since we never gave them the chassis number.