Disapointing and hard to contact

My vehicle was hijacked on Tuesday, Tracker managed to recover it in the 1 hour bench time and just got to the vehicle on time to stop the guys from disconnecting my tracking device, however, the device was exposed and compromised. I have tried to phone them, sent them a request to call me back and finally managed to speak to someone who then transferred my call to someone else who then told me I am not authorised to make a request, I have to first email them an authorised person change request before they can assist, I must also send through an email explaining my request in detail so it can be processed. I ran out of airtime and they still have not called me back to complete the claim. My vehicle is still standing however, as the device was exposed and I am hesitant to use it until the tracker is sorted out. Unrelated, on Saturday I sent through a request for a callback on their website to add two more vehicles to my fleet cover, I am still to even get a phone call till today. This morning I approached cartrack, was called back immediately, they arranged to come and have tracking devices fitted on my vehicles, I am so disappointed in the lacklustre service, comparing CARTRACK and the service I received from Tracker, I am considering whether I should keep being a client of theirs.