Very bad service from Natis department

The service that I received from the guy who works with Natis documents is beyond the word BAD - unspeakable. I called on the 02 February to request my Natis documents, He asked me to send an email. I did on the same day. I never received any response after that. I called again today, 15 February around 13h30. He asked for my request number, and I told him I never received anything. He gave me the request number over the phone. I asked why was it never sent to me, how am I supposed to know it. That's where he started to be very rude saying he sent it I must have deleted it. I asked him to forward it, he just said you will receive your documents on Monday. I kept on asking please forward the email so I can have something in writing. His response was I sent it, and I was on my emails - nothing. I asked for the email address he is sending it to, he gave me a wrong email address. I told him that is not my email address, please respond to my email (because he had managed to locate my email and read it over the phone). That's where he started shouting at me, "What do you want? I said you will get your documents on Monday." He then angrily put the phone down. I tried calling again and he did not answer. It is the same guy that I also spoke to on the 2nd. How is it so difficult to take accountability and admit that he never sent the email? He doesn't even know my email address, and when I point that, he only shouts that I must just accept that I will get the documents on Monday. What is that level of rudeness at a place of work, when helping customers? iMasFinance, surely you can do better than this.