Call recordings not available

I have an issue id like to resolve. I requested a copy of my phone call with one of the consultants. i supp**** all the details required. with NO feedback. No email except the automated one with the query number. Nothing else. How bad is the service on that level. You say i can get a copy of the call, then its not available on my request. So what's up with the support Bonitas? On that note, the whatsapp support is utterly useless. I cant even try to chat to a consultant before getting a timeout, and then it simply doesnt work at all.