Shocked to be advised that Tracker does not even have my vehicle registration number on their system!

Firstly, I have been waiting since September for a response to the refund that is due to me by Tracker. I was notified via email that the matter was "escalated" in September. I am yet to receive a follow up to this email and several of my subsequent follow-up emails on the matter as well as the refund. Secondly, I received a call today from Tracker Financial Services with regards to Add-On Services. The call centre agent went through the standard security check and was about to attempt to sell me a product when he was unable to confirm my vehicle registration number!! i proceeded to advise him that it's probably time I consider moving to another service provider.