Pathetic service

I have been calling the call centre for over a month now regarding my account which last year I was told by one of the agents that it expires in Jan 2016 and now they say it expires in Jan 2017. I called the call centre requesting the call recordings for when I accepted the loan as well as last years call when the agent advised that the contract expires in 2016. The agent(Tammy) advised that a case had been logged and that it would take 10 working days, I have called last week and was advised that it's investigated. Today I called and another agent told me that my request was only logged two days ago (9.09.2015) and that it would take 10 working days. I have been calling that call centre for a month and every time I ask for a supervisor that are not available and an advised that they would call me back and never do. Their don't care attitude is appalling.