Donot want to provide recording

I took out a 24 month contract for my iPhone 14 and only recently found out I am on a 36 month contract. Called numerous times and could not get help , this is going on for the past 3 months. Eventually I got hold of Fanafuti mfalazi a team leader there who promised me the recording , he said he heard the conversations but cannot find the terms and conditions conversation which I donot believe. Go into the store to do an upgrade don’t us Ignition.