Faulty Tracker device and no assistance from Tracker

In October 2018 we bought a new vehicle and due to Riaan's nature of work (out of the country) we selected the Care product with Tracker, due to his nature of work and not being in the Country he clearly requested that I should have full authorization on the account. On Sunday 15 September 2019 I phoned Tracker to assist me with a query that there is a problem with the tracker and no one could assist me because I am not authorized on the account, Today is the 17th September 2019 and on the Tracker website our vehicle was last tracked on the 14th September 2019 @ 07:15 - no updates is available, so if something happens to our vehicle. Tracker wont be able to assist due to the faulty device and when I tried to discuss this with them on Sunday 15 September 2019, they refused because I do not have authorization on the account, which was part of the initial request in October 2018. They asked that Riaan should send an email with the authorisation request, which was done on Sunday, 15th September 2019. Today, 17th September 2019, I am trying to get the issue resolved and still I do not have authorization and Tracker is reluctant to assist. I am struggling with a unit that does not give updates and currently being transferred from the one department to the other without any success and the consultants is not very helpful and friendly - phoning from a cellphone I am already on the line for 22minutes without a conclusion or assistance. I will be dropping the call now as this is costing me alot now.

I quote the following from Riaan's email sent: "With this request I would like to inform you that I am not happy with what is happening at the moment. October 2018 we bought this vehicle and when we joined tracker I did say to the consultant, I travel for work and is not here most of the time and Maryke drives with the vehicle and must have access to the subscription due to my work. Should something happen to the vehicle and Maryke cannot sort it out on my behalf, I will keep Tracker responsible for everything that may result in this error."