Poor customer service

I'm very disappointed with the service rendered by Netstar car tracker company. I called in spoke to Fezeen, advising that I've got a call from my driver and he told me that the car is taken away and his line cut. Tried calling back his line was off. I called Netstar as my tracking company to assist. Spoke to a guy named Fezeen, and he advised my driver needs to get a police case number before and we call back with the case number and that's when they can assist. I even suggested can't they send through a car to check if the driver is safe only then he says he'll try that. I don't understand why we pay the car tracker if we have to do their job. They don't even mention such when they do sales but once you become they customer only then you encounter situations of contacting the SAPS service first before they can assist you. I'm really disappointed because it's the first time I've ever needed assisted from them in 2years I've been they customer. But every month they demand payment.