Bad customer service

<p>In Februray i had been given a call from Tracker stating the device installed had not been working when tested. They said i need to go to a nearest fitment centre and get one reinstalled. I then informed the gentleman that i am not the driver of the vehicle and to contact my husband to schedule an appointment when its convenient for him. When i asked my husband if Tracker had called he said "no", assumably i thought they would at some stage. I have been billed since Feburary for a unit that has not been working and Tracker seems to think that, its ok as the onus was on me to sort it out. Surely seeing that they picked up a non functioning unit and called about it, they would stop billing until the unit is in working order again. I have called them (12/05/16) to find out what is happening about the unit and my billing only to be told that they cannot refund me for the months the unit was not working as i was supposed to have called them back. Im paying for a service, which i dont have. Its their job to get back to the customer if they didnt get through the first time until the issue is resolved. Had we been in a situation where the vhicle was hijacked or ****** will Tracker be paying us out due to the fact that their unit is not working and the vehicle cannot be found? I had initially called and spoke to a "Tanya" whom put me on hold (i waited for 5min) and never came back to me before i had to call again. I had then spoken to Chrystal who i had told once again to contact my husband to schedule an appointment and asked her about the billing, she put me on hold to speak to her supervisor and in that space of time i had already received 3 calls from Tracker to schedule an appointment, they should have been calling my husband as instructed!!! Had Tracker called 3 consecutive times the first time im certain my husband would have answered at least one of them. I have been debited for a service i have never received and believe i should be refunded for it, its not a huge amount however in theory im paying for a service im not receiveing!!! Chrystal told me in case of an emergency i should contact the emergency line! How will they track a vehicle if the device is not working??? i have a huge issue with this and it leaves a huge room for speculation about Tracker.</p>