Is digital convenient

So every time someone calls a company we need to hear about these phone calls are recorded but when we want a digital copy sent to us due to a dispute of misinformation possibly given you have to go to them? How does that work in the digital age they can’t / don’t want to send it to you you have to go to them, but when the account made you didn’t need to go to them, how does that work what process favors who?