Vw Vereeniging incompetence, I’m still waiting for help

I didn’t get help. I need a damage and diagnostic report of a car that was at VW Vereeniging around June. It’s not even six months when I went there to request the report but Nicoline or whoever that is said they can’t assist but they say files are archived. If the are means they can still be accessed. If they is a charge , she should have mentioned but I guess it’s it’s me if it was a different customer I’m sure they were going to assist. I need help with this asap. They just don’t want to do what’s required of them that front 3 , to even mention they have a lot on their hands. Where do I come in ? Am I not a customer too ?