it has been 2 months since my vehicle was ****** and Tracker is failing to report where the vehicle was and my account is still locked

My vehicle was ****** in the early hours of 1 July 2021. Upon my realisation that the car was ******, I reported the incident to Tracker. While they were tracking my vehicle from their side, I was unable to check its location on the mobile and internet platform due to a Locked Account. I called the call centers many times on to resolve this issue so I can trace the locations where the vehicle driven. I needed a report that shows where the vehicle was as evidence for a commission of crime. It has been 2 months, I still do not have access to this information and my Tracker account is still locked.

I have emailed Tracker many times, they response was: They will continue debiting me even if they fail to provide the services I have been paying for.