Rude/Unprofessional/Pathetic Service

I am utterly disgusted to say the least by the Rude/Unprofessional/Pathetic Service i received from your customer from Customer Care. On the 12th March 2019 i called your customer service to lodge a refund claim and the lady i spoke to said she will send me an email containing all information of what i need to submit in order to get a refund of a damaged tyre that i had to replace using my own money and unfortunately i never received the email, i therefore decided to call the customer service again on the 13th March 2019, i explained my situation to a lady by the name of Lumka, she then transferred my call claims department and my call answered by a very rude, unprofessional lady by the name of Princess, she asked me authentication questions and i asked her why should i repeat the same exercise of answering the same questions that i had already provided to Lumka, the lady rudely transferred my call without saying anything, i had to wait on the line for almost 5 minutes until a man by the name Banda answered my call. I asked him to provide me an email of someone senior that i can talk to and share my complain about the horrible service i received from Princess, he said its better he transfer my call which i had to wait for over 10 minutes and the call wasnt sent to the manager and he said he has spoken to senior agent and he will transfer my call and he just hung up on my ear. Please advise if this is how you treat your customers when they want to claim. Do you give them a run around so that they eventually give up and not proceed with their claims??. Please rest assured that i will be sending another complaint to BMW to let them know that the company they referring their clients to is has in competed staff.