10 months left on a 36 month contract - but I have been a client for 11 years

Have used tracker since 2014. On the same car.

Got in an accident car is written off.

"While we understand your desire to cancel the contract, we also want to inform you that should you proceed with the cancellation while still within the 36-month contract period, early cancellation costs will apply".

How am I still with 10 months left in a 36 month contract if I have been with tracker for going on 11 years? They cannot explain either but- "I think i did mention on your last interaction that i will escalate your query to the relevant dep which will be in contact with you in the next 7-14 days."

Just in time to debit my account again. Did I mention it has been 7 days since my request?

And why not just transfer the tracker to my next car? I have to pay a R1100. Rather get a different company and get free installation. - their argument but then you have to sign a 12 month contract. Wellll it seems like 11 years won't make a difference so why stay.