Not happy at all

I requested my full credit report at experian and i was told to send my id copy and proof of address to have a full access on my report. I did sent the documents quoting ref no EZK***-CE still to date i have not get my credit report. I sent an email and it was not responded, i called them and waited 10minutes to get through to the consultant and im using my airtime. This is totally unacceptable really its not fair. I cannot request my own report from 19 November till to date nothing has happened. I want my free full report it is my right to know my credit status. I did send the document you requested by email so now whatelse do you want from me now? Is this really how you operate your business? Because it is just NONSENSE!!!!