Record keeping requirement

To professionalise the rendering of Financial services they say, However when you report an Organisation which contravenes basic FAIS laws the regulator fails to exercise Authority, FSP conducts a business over the phone, there's a debit date dispute, they tell you accepted terms using USSD, which is true but the actual agreement is on a recording, The FSP fails to Provide The call recording which is proof that you indeed gave that instruction FCSA representatives demands more evidence from you, The FSP is excused from the fact that they did not Record the transaction.... Now tell me if this A prudential and non Bias Organisation?