Cellphone recordings

On December 2015 I purchased a Happy Button roadside assistance with Cartrack to assist with me with issues such as a flat battery or tyre, keys locked in the vehicle and fuel assistance. On the explanation that I got from the consultant the day I was signing up for this policy he told me they would specifically supply me with 5 litres of Petrol in case I run out of fuel. Indeed this happened on the 16 April 2016 I ran out fuel while I was in Atteridgeville in Pretoria so I phoned them looking for help. I was shocked when one of the consultants I spoke with told me they can only deliver the fuel but the cost of that fuel will be covered by me and I know this is not what I agreed to when I signed up. So on the 18 April 2016 I phoned them and made a request to get the cellphone recordings of the day I was signing up for this policy till today I haven't received them, they keep on telling me they will get back to me and even the lady I was communicating with by the name of Melissa Andreas she has decided not to reply to my emails.