why must we wait and continue to request the same

I have on three occansions requested an itemized bill for the period 13/05/2015 to 13/06/2015 <br> reference numbers *** / ***. and i get told the request has not been action after i was told that it would take 2 to 24 hours to process this.<br> I am urgently needing this information for an insurnace claim to prove that i reported my car ****** to the police and to tracker, now they are saying because they have waited so long for it they are not wanting to pay out the claim.<br> This is not acceptable and will be holding you responsible should this happen.<br> <br> I NEED THIS RESOLVED TODAY<br> funny how this is the third time i am complaining about MTN.