Tracking system

The unit installed in my vehicle is not been working . I called their consultants to test it but they can't locate the vehicle. One consultant by the name of Goodwill promised to send a technician to come check but nothing happened since Friday. The reason why I wanted to test it is because I lost my car keys and used the spare key without the remote but nothing happened, not even a call from them which means they do not receive alerts. My contract with them ends on the 12th of December, Can they please provide some service.