Logbook request

I called this poor customer service company on the 22/09/2022 looking for a log book or my tracking record as my insurance is looking for this info, Goodwill from client services confirmed that my plan doesnt offer that, i sent him email to show that i received one last month, August 2022, he never came back to me, i called again today spoke to Nontle, she tells me the same story and request the same email i sent to Goodwill, email resend, now they have to log a call to IT, have to wait for another good 10 to 20 days to get assistance from Developers, i asked for the manager, Lerato the Supperviser took the call after her own time and tell me the same thing her Agents were telling, i told her thats the reason i was asking for manager not supperviser because she cannot tell me possible things as she was telling me that i am asking for the impossible and they cannot help me, dropped the phone on me.