Matrix refusing to give the recording of where I took the contract, they are saying they can't pull my contract too

Matrix is failing to give me a copy of my contract because they promised to pay me should something happens to my car, I called asking for a recording, they are asking if I have a dispute then after said will get it in the next 7 working days. call centers can't send back my contract, they are taking me from pillar to pillar, not giving me what I want, sending me to different sections