Incorrect Identification loaded on my profile

My contract elapsed for more than three years. According to Tracker it should have been renewed in that interval. My account was left running on a month to month basis and I tried to call but nothing came up. On the 18th November 2015. I changed my insurance to fit the new tracker into my new car. During verifications process one of the Tracker team wanted to confirm the details, to find that when I give him my Identity number they are unable to locate my profile. This turned to be suspicious as I was trying to test the gadget but it wasn't responding at all. Since my profile was incorrect and was paying on invalid profile. I plea for tracker team to refund the services they didn't honour. There is no way if there is professionalism you can fail to capture correct information. This sound like ****, reference account Account ***.