Absa idirect denying a customer its right

[15:16] Nomcebo Khwela

I was involved in a car accident on 21 July 2023. My claim got rejected on 14 August 2023. I have since been requesting for the recording when the sale contract was concluded as they made reference to it when rejecting my claim and for the purposes of taking the matter further. However, they have been promising to send and even after several attempts of me following up, I have not received anything (it has been over a month now). The assessor who was responsible for my claim and actually made reference to that recording is now ignoring my WhatsApp texts and emails. As far as I am concerned, it is my right as a customer to obtain that recording! This is actually becoming a strain to my mental health and budget, solely caused by poor customer services and lack of professionalism by ABSA.