Poor Client Service

I have a contract phone with jabba connect which was purchased via phone. I have since requested a call recording on the 17th march as they advised that there is no contract as it was done via phone. they had advised that all their calls are recorded and are available at client's request. i called the contact centre no joy, then sent an email and have been communicating with Najwa Pienaar, at fist she was reluctant as she advised that she can draft a letter, however i advised her that i urgently need the origional recording then she advised me that i shall obtain it withing 5 working days. today is the 24th and still no recording, i sent her an email again this morning and still im being ignored, no one is assisting me at jabba irrespective of my urgent request. this is absolute poor service and they are misleading client because they shouldnt advise that they can give you a recording in actual fact they go around avoiding to give you that recording. I am getting financial assistance to repay the full balance of the account however i still need the recording sent to me.