Refusal to provide with documents

On July 11, 2024, I filed a claim for my watch. There is currently a dispute regarding my alleged failure to disclose the type of watch in question. As a result, I requested a recording of the relevant conversation. On November 11, 2024, the claim was approved and closed, but the requested recording was not provided. I followed up on the same day to request the recording again, but it has not been sent to me yet. As seven days is about to pass, I am inquiring about the expected timeframe for receiving the requested recording. The person assisting me was Danieel ****son