Disgusting Service - excuse after excuse

For months now I have had a dispute going on with Discovery and my contact person is Niritika Lutchman with whom I continuously have to follow up with, nothing is proactively done by her. This dispute goes back further than August and I am still waiting to get the recording of my call with the agent. After requesting to get a copy of the call many times, I eventually got a form from her, completed and signed it and sent it to her on 3.12.2015. Still having not received a response from her by today, I sent her an email to once again follow up with her. Her excuse as it always is, is that she left a message for me on my cell. Why on earth would she do that when we have been communicating via email. If one leaves a message for someone and they are in a bad reception area the message gets scrambled and one doesn't know who left the message. I have had the worst service from her during this dispute and hope that I do not have to deal with her again. I do not understand why the recording cannot be left at the Durban office so that I can collect it when I get a chance.