Recordings of my conversation with sales consultant

For the last 2 days I've called 11 times and being directed to different departments having to explain my query numerous times is so frustrating! Vivian from the sales department confirmed that Tarini Govender from customer services would call me back before close of business on the 18 June 2020 so I listened to a recording. I fail to understand how you can listen to the recording but withhold it from the customer.

Your consultant provided me with the incorrect information and now I must carry the cost of your misinformation. I want to listen to the recording.

Query Reference Number: CAS-734256-X6JH6 Query Reference Number: CAS-736401-H3H4Y2