The service is extremely Poor !!!!!!!!!!!

Last week on Wednesday i contacted the customer on behalf of my boyfriend regarding his account because we installed the safe and sound however we could not see his vehicle on the map the consultant (Desmond ref No. CAS ***-B379) i was told that the device is faulty as they cannot pick it up when running the test Desmond then transferred me to retention department, i spoke to Xenae ho then said she will contact my boyfriend to arrange with for the fitment of a new device. They called him and said they will call back again after 2pm on Friday and they never called. I contacted the retention department again today and spoke to Junade or something who then contacted my boyfriend and said he will call back after 2 pm did he call or anyone called him to arrange for the fitment of the new device ???? i men Nestar has been deducting premiums since 2016 yet the device is not working and they are failing to arrange for the new device. I mean you guys are getting premiums every single month yet we not receiving the service of having a tracker on the vehicle????