Bad Customer Service

I requested a breakdown statement and balance for the Covid Relief granted by Discovery Insure in 2020. The consultant (Ref ***) logged the call and told me that I will get feedback within 24 - 48 hours. On 26 January I had not received feedback even though she received it on 21 January as informed by the consultant (Ref ***) I spoke to today. She could only provide me with the balance but no statement and for this she has to log another call with a turnaround time of 24-48 hours. This is bad customer service as I now have to wait and possibly call to follow up as Discovery Insure doesn't provide feedback. This is unacceptable, I need this information today as I cannot wait more than 7 days for information. I requested an email address so that I can cut out the middle man and request this information myself but I was told that finance doesn't have emails, in 2021 Discovery Insure has employees who don't have emails.