Hour delay no one can tell where my car is

I just called to randomly check if they can tell where my car is and no1 could give me an answer, I spoke to Rachel that just got rid of me to some support department where the lady put me on hold for over 15min. I called again and spoke to Nthabiseng raputsani not even sure if this is her real surname she also told me the car last tracked an hour ago and they can not see where my car is right now but she transferred me to the emergency line where I spoke to Darlington Sibanda who told me about Sim cards that are not picking up and stuff so if this was an emergency and my car was ****** how was it gonna be recovered? If 4 people from the company including the emergency people can not tell me the location of my car