Netstar the worst after sales company in the world

Unfortunately I am an client of Netstar now for more than 5 Years. We started of with them Via Dotsure insurance as they recommended tem. We had a three year contract...... What they did not inform us about is that when the three years laps they will upgrade your device and automatically the next Tree year term starts. Now I bought another vehicle. First we just want to transfer the unit. There was problems from Netsar side because the attended informed us they should remove the one in the old vehicle. Ok in the mean time I searched for other companies and compared prices. Not only were they the most expensive but by now we received the worst assistance. Basically from September last year up to now the problem is not resolved. I am paying for a product that I do not have and they refused to reimburse or assist on installing a new device. When I want to complain I have to call them and after speaking to Carl at the critical department I was put on hold for 55min and 43sec and the phone was dropped. I am paying R500-00 on phone calls and the problem is not resolved. My question is as follows, How can I pay for a product that I do not have? Not to mention the service...