No response to e-mail request and no assistance

I reported a ***** incident telephonically and was told that a document would be sent to my e-mail address to complete. I received the e-mail, but the document was in .dat format which I could not open. I have since sent several e-mails requesting that the form be sent in another format. No response! I just spent more than 12 minutes on the phone, being forwarded to several people, but nobody can or will forward the necessary form to me. Why is this a problem?