shocking service

I HAVE sent 2 emails regarding my problem with a Opel Mocca on 31/1/23, I was asking whether I was covered by the policy for this problem . I attached a copy of the problem taken from the cars owners manual + the service history I have received 4 call asking me what the problem is, each time I have stated that they should read my emails. Om 1/2/23 I got an SMS stating that Kirsty Kleynhans is my claim handler. Tried to contact her. Each time i get a different person Eventually she call me and believe it or not SHE ASKS THE SAME QUESTION !!!!!! I ask her if she is my contact has she read the emails She says no. She says she will comer back to to me. This was at 12 today Still No phone call What unbelievable bad service VERY FRUSTASRING !!!!