Over 72 hours and still no tracking

Hi . In a space of a week I took out 2 contracts with Netstar. The one contract was basically a new unit installed same contract. It's over 72 hours and I'm still picking up the location of the previous vehicle however the app shows the correct number plate. Shaheen at Shiraz Auto a netstar fitment center has been trying his best to assist but still the app shows location at which My car has been impounded. It's a high risk because I'm unable to track my son. I called the netstar call center and was told that they not sure what's wrong. So if they don't know than who knows. I urgently need this matter to be rectified because it's a risk to both myself and my son.