Cartrack - Cartrack no response

I had CARTRACK install the new AI Camera system into one of my trucks and when I purchased the contract, they said that I would be able to have two way communication with the driver, but this is not the case. I have tried for a month to get a response from them to find out why it's not working but all I get is "we will log the call and escalate it". Almost every day I email and call but nobody responds. According to the contract we have telephonically signed, I should be getting my full package which I am paying for. The only result I want is for someone to contact me and let me know when this matter will be resolved. Thank goodness I only tried their new AI system on one of my trucks before installing it into the rest of my fleet.