Simple query, yet so hard to execute

I have been going back and forth for almost 2 months to get either a letter or statement from Denis so that my gap cover can honour my claim...I have been sent the same incorrect remittance about 6 times??? If you bundle a payment under one tarriff code, the description on the remittance should reflect the transaction, if not is it that difficult for 1 individual to take responsibility and type out the letter stating what was done...come on Denis...