Shocking service with cancellation of contract and deactivation of tracking unit

My wife sold her vehicle on Friday, 11 March 2022 and tried by telephone to cancel her contract and deactivate the tracking unit in the vehicle the same day. The agent informed her that their systems were down and that she needed to submit an e-mail which she duly did. Tracker Connect responded, stating that the matter would be attended to. In the absence of a response, they were contacted again on Monday, 14 March 2022, Wednesday, 16 March 2022 and Monday, 21 March 2022, once again the response was that the matter is being attended to. On 21 March 2022 she received an SMS stating "Tracker has conducted a test on the unit in your vehicle FL69YHGP and is pleased to inform you that it is in working order. Queries: ***". Why this SMS if they were requested to cancel the contract and deactivate the unit 10 days prior. If they have proper controls in place and the unit was still active they should have advised their client of irregular movement of the vehicle. They were contacted again on Tuesday, 22 March 2022, spending some 60 minutes on the telephone regarding the matter but showed little interest in the request and have failed to respond to the client as yet. Their service is shocking and poor to say the least.