Changing things on a package without consulting the client

I recently fitted a impact sensor through my insurance company and it was with tracker connect 1 month later I receive a message from tracker connect stating that my insurance send them a request stating that I wanted to upgrade my package to the tracker care which cost R270,when I contacted my insurance company they told me that they never send any lead for a upgrade as I do have a tracking unit in my vehicle through a another company and they only requested for tracker to fit the impact sensor which cost R45 amonth.why will my insurance company send them a request as they are full aware that I have a tracker fitted already,I'm calling up and down and no one can assist me.spoke to a consultant today by the name of luceal Smith at tracker and she said I have to contact my insurance company and only they can advice what happend. I think this is more like they want to upsell me to a package that I didn't request.im not happy with the service at all as the guy Marcel that did the upgrade can't be reached and they can't give me proof that my insurance company requested the upgrade