Poor Service

This Morning my tracking device went off when I was in the office. My fiance called me telling me that netstar sent an sms to her telling her to call them if we are in distress. Are you kidding me? Are their service now like a "please call me" service where I have to call them when I'm in trouble. I still have not received a call from them so why do I have to pay for the service to have the device in my vehicle but they don't bother trying to get hold of me when the device goes off. Really terrible!!