Tracker connect Bad service

Bought a new VW Caddy, dealer supp**** the car with a pre deliver fitted Tracker unit. The first month they deducted R350 from my account., then i sent them a email requesting details of the account, what the system does, how it works..... That was 21 days ago.... No email to reply nothing. Today i receive a mail from there customer care division asking what the account number is, that i supp**** in the first email. If they so slow on replying on a email.... How long will they take to recover a stollen vehicle.... Bad bad bad service, people should avoid doing business with then at all costs.