Recent Support Has Been Lacking

For 9 years I have owned a business renting passenger vans.  I found early on that the best options for me was the Chevy Express vans.  They allowed me to lock and unlock the vans and track mileage/fuel and oil change intervals in the application.  I also used WiFi in all the Chevy vans in my fleet.  This allowed me to remotely access my vehicles at our Tennessee location and be able to open the vehicles for our clients at their scheduled rental time.  This worked flawlessly up until the last year or so.

Recently I purchased a 2024 Chevy Express and at the beginning of my purchase I added the vehicle to my app and I was able to use the lock and unlock feature for a short trial period of 1 month (Used to get 3 months I think).  I called and asked that this feature continue and that I wanted to purchase it.  Now I am being told the vehicle is not compatible.  I had them start an escalation case (#82562220) and the assured me someone would contact me soon.  Over two weeks passed and no call.  I reached an advisor who told me upon review they determined that my vehicle is incompatible.  How can it be incompatible when I just used it for a month?  

I am not sure what has happened but it appears that there are packages being offered that leave vehicles like mine out of being able to use the features I need because they don't work for the other bundled packages.  I can't seem to get anyone intelligent at ONStar who can help me.  Now I'm wondering should I cancel all my business and find another product.  Has anyone experienced this?