Bad service or no service

My name is Busisiwe Sikhosana. I lost my car due to *****. I called and explained my situation the person advices me that I should go open a case then they will help me find my car I did. Then they said the case is not seculated they can't assist. A week later I get an sms that says they did a testing and the tracker is still working and working in the car. And now I am required to pay for the tracker.

However no one is willing to find the car