Paying for a Tracker that never active

Over the past two year I have paid for a Tracker only to find out on Thursday 01 February 2017 that the device is not active and does not update anything. I have been a member on Altech Netstar from 2016 and trusted that the device is active and should my car be ****** I will get response. I was so shocked to receive the news that it is not active. When I spoke to the consultant I was informed that I was suppose to contact them every 3 month to check if the device is still active and that is something that I was never told when I signed up. I am at point when I want to request the lump sum paid to them however the response was that I will not receive any refund... What kind of company controls their customers and does not refund money for a service they they never delivered. I was later assisted my the manager who informed me that the device is active and when I asked for they to check the location of my vehicle again the device is off. No body want to receive such a service especially for a company that has been existing for years and customers rely on.

Regards Bulelwa