Rude consultant at claim department absa I direct insurance

On 11 June kelebogile from absa iderict insurance was very rude the was she assisted me when she took my call till end of conversation, immediately I dropped my call I call them again request the recordings since they're saying they're available on request Refilwe promised to be sent to me within 3 to 5 working days. Today after 10 working days they said I must request it through email but they failed to explain that to me same day. I have been with absa for more than 2 years only claim department is rude, as if they must fix my car with their salary. Train people with communication skills if the person is rude do not put her on front line to help clients. I still need those recordings because they've explain that we have access to it.