three years down the line and told to f**k off

when i purchased my car 3 years ago i had no doubt who i wanted to fit my tracking device so i chose Tracker(BIG MISTAKE), today i need their help and i am given the run around. Firstly my car was taken by someone who refuses to bring it back, tracker didn't even pick up that the device was not in the car or that something was wrong, an hour after the car was taken so i'm questioning if the device really works. I call them seeking assistance in at least locating where the vehicle is and i'm told to report the matter which i did and received a case number and circulation number. i call again and i am told a warrant of arrest or ceasar (ive confirmed with the investigating officer that tracker should be able to at least give me a location) is need and that they cant help. They cant even tell me where the car is, for all i know the car doesn't even exist or if the device is no longer active why are they unable to inform me as a client? Its disappointing, paying a premium for 3 years to be told, 'sorry mam, there is nothing i can do for you! Hopefully SAPS can find my car.