Requested a Certificate for my car tracker.

Such a bad service - I called netstar on Tuesday to request a letter indicating that I'm using their tracker for my car. To my surprise, I couldn't get hold of any consultant on the phone. I send an email same day Tuesday still no reply. Today, I called again using my airtime again and I spoke to the consultant and still I haven't received it. I confirm my email address - is the same email address that they sent my log book to each month. It's been two days trying to get my tracker certificate for my car insurance. If I'm struggling to get a simple letter (certificate) - I wonder if netstar would come through for me in emergency situations? Just a thought.