Idirect dissatisfaction

I personally used to work for Absa and I am the number 1 fan. All my accounts are with Absa. I logged a claim for a ****** vehicle and my claim was declined by Johan Pieter who was my consultant. I have requested all my recordings from Absa. I have actually opted to rather go fetch them as I cannot wait for over 5 days for my recordings. I contacted Absa from the Sandton branch and waited for over an hour of which none of the agents could put me through to the correct department. Eventually 1 agent decided for us to actually all Johan in which she/he realised that they don’t have the Corey contact details on the system. I then had to provide the agent with the corrected details l. Johan notified that he is driving and couldn’t assist immediately even though I mentioned I would rather go fetch the recordings myself. He mentioned again he can’t assist as he is driving and will come back with details later on 17/11/2021. I am writing this firstly because am disappointed in the service received as I had to call him weekly for an update. Over and above when I told him I will fetch them myself he couldn’t provide the surname of Kabelo who is busy with the processing of recordings. It is now 12:31 and I don’t have feedback from Johan as to when those recordings will be ready for me to go fetch them so I can liase with my lawyer.