Tracker not tracking

I recently purchased a demo vehicle. The other day I received a call from one of the agents from Tracker selling me a product to which I mentioned that my app is not updating my location for almost two weeks now and I don’t receive high risk alerts however they sent communication that they will debit pro rata which they did perfectly fine but assisting with my query is taking long. I was told my app needs to update and someone will contact me to assist. I am still waiting, my previous tracker company gave me no hassles, I might just move back because problems so early in the service can only mean that this how the story will go