poor service. staff not helpful. Turnaround time should have been yesterday

Business vehicle was hijacked on 30 March 2021 - we called tracker to find out the the tracking device was uninstalled. no confirmation email was sent to state that the vehicle device was uninstalled. We called tracker numerous times yesterday requesting for proof of email request for cancellation - no response up to now. this is holding up the police and our insurance process. I called again this morning the lady does not know how long it will take to look into the records. thinking that we are dealing with SA's leading brand????