No device!

Hi I’ve been with Netstar for over 3 years.I recently tested my panic button only to find out it doesn’t work,I then called Netstar & spoke to a lady who’s a team leader/supervisor .She told me that my tracker is not active yet they’ve been debiting my account diligently each month.She made mention that it hasn’t been working since last November!My question then was why am I being debited???Why hasn’t Netstar gotten back to me I was given a reference number which they sent me,to date nobody from Retentions has gotten back to me or Netstar as a whole!

This is pathetic ,if anything happens to my car who takes responsibility for this?I will not be debited for something that isn’t working,I need my money back as well as a new device fitted into my car ASAP!