Instruction to be sent to transunion

Yesterday around 13h00 I received a call from a Lee-Ann a client liaison from transunion as I had complained to them that my account hasn't been updated, she then tried to call direct axis the legal department requesting the instruction to be sent to her email address as they couldn't trace the one sent on the 28th of September, she spoke to Sharol who couldn't assist. I called and asked to speak to Sharol, I was told she's not available. When i said someone from transunion spoke to her, she was all of a sudden available and I was told leave my contact details she will come back to me. She never came back to me, not a problem. Well we'll take this hellopeter route yet again. Can this instruction be sent to Lee-Ann, why should we report here first before you guys do the right thing? This is crazy.