Netstar Service suck

After waiting more than a month for installation and it was installed the device was installed. It showed up on my app but not picking up any movement or anything. One day later it showed offline. Contacted Netstar multiple times through email and phone calls. No one is helping me and when I said I want to cancel I was told that i must pay a hefty cancellation fee. Why must I pay for something that is not working from the start.