Service so Disappointing Really

I called tracker recently after two years after signing contract with them without alert or communique. So i asked they test my unit, two days later an email from them informs me that they could not track the unit, they proposed to fix and i agreed. Two week later still no answer, so i decide to cancel and join cartrack (due to their excellent service). Now i am seeing a debit order from tracker charging me cancellation plus premium for the month. But who breached the contract, me or you tracker. Two weeks without your tracker unit working, without hearing from you after we have agreed that you will fix the unit; and when i cancel you penalize me. And 7 years i was with you. I can't believe this. I will ask the help of Ombudsman.