Terrible customer service

I had an accident at your ba*****t parking bay more then a month ago (precisely in August) at Vuselela place building, this matter was investigated by your head office I believe Charmaine was responsible for the investigation. Where footage was looked into and the conclusion was the electronic gate was somehow triggered which resulted in it closing while the vehicle was being driven out this again resulted in back and fourth emails which entailed a delay of a new tag being linked to my access after again back and forth emails took place where I was doing follow ups every other week eventually I was advised the matter has been escalated to the legal department and initial footage has been lost However city property will mitigate -end result/feedback received (this past week) I’ve been advised to contact the vendor (security company) that city property has outsourced and log a complaint/claim with them my biggest concern is that I do not have a relationship with these people as the contract/lease agreement is between city property and I, where do o start or begin to log a complaint with a company that’s contracted to yourselves. I was given a contact number after months of investigation to speak to a company I do not know. May I get a way forward in this regard perhaps this matter can land in the hands of more competent people to provide a way forward that doesn’t require me to speak to external stakeholders I have no relationship with. As the provided response after months at end does not sit well with me.