Upgrade turned into an involuntary cancellation???

Having requested an upgrade on my car tracking unit (as the one I have is now deemed "old" and oddly costs more per month than a brand new unit) and being assured that I will be contacted by a fitment centre, a month later and it would appear that my contract was cancelled? I have emailed a query to the Customer Services/Care email and not even an acknowledgement of my email has been received. It appears that 7 years of using your services and wanting to continue, is deemed silly and not worth your bother to attend to a serious issue.