Serious inefficiencies and incompetence

I called in on Tuesday requesting for a letter confirming from my previous insurer Budget that they covered the accessories that formed part of my written off car for a dispute with my shortfall insurers. The gentleman promised that I would get this letter by COB Wednesday. Fast forward to Saturday after multiple follow ups on this request no one can give me a letter about something that was confirmed telephonically. Basically just writing down what you told me. The worst thing is that each and every frikken time I call no one had a recognition of this request. I've requested to lodge a complaint about this through Budget but they don't want to document this complaint, everyone wants to give me the same solution that was given to me initially which is CLEARLY not working. This is my official complaint and when I escalate this matter to the Short Term Insurance Ombudsman, this will suffice as my official complaint when the time lines are taken into consideration. I'm not quite sure if you guys are also aware that it costs money to call your call center. It's ridiculous that you are always putting your clients on hold.