Cellphone claim.

I don't don't how much airtime I've spent phoning you guys. All your call centre agents are taking me pillar to post. I have a cellphone claim which was declined and it was said I must reply to an email where a repudiation letter was sent to my email. I responded to an email one week ago but even now I haven't got a feedback. When l asked for the recording of my call the agent said he doesn't know how I can get it. I've tried every way of communication with you guys but I gues I have failed.