Bad response

In October 2019 I was involved in a accident with outsurance client and I was wrong, I wanted my insurance to cover for the incident but unfortunately there's was a dispute between me and my insurer and the matter had to go to ombudsman. Lawrence from Outsurance legal department phone me regarding the matter and I explained to him my problem, we agreed to wait for couple of weeks but unfortunately the matter was taking long. Initially the cost was R5000 taht3i was suppose to pay but he advice that the cost will increase if I don't take the deal. On the 16 November 2019 Lawrence send me an email saying they can't wait anymore and the cost went up to R15.000, the following day I phoned him regarding the recent amount and ask him to stick on previous amount since I'm having a problem with my insurer and I'll pay that R5000 till ombudsman solve the case and that was our agreement hence I gave him my bank details for the debit.

The last month of the debit was suppose to in December 2021, I phoned Lawrence December 2021 asking him about the matter but he told me a different story and I explained to to him was and reminded him of our last conversation. He still remembers all the conversations we had but he can't remember the last conversation, I ask him to get the recordings but he told me he can't find it but he'll ask the IT guys to pull that recording that was in December 2021. I complain to Outsurance via email end of January and his supervisor(Joseph) phoned me and I explained everything to him, he still told he will try to get the recordings and come to me but nothing. I c got a call from his manager I still explain my story but he told me that he got the recordings and his not sure if his allowed to forward it to me but he'll check with the HOD of legal department if is possible for them to do forward the recordings to to me. My question if they have the prove why is it so difficult to send to me and show me my mistake, they always say that we can get recordings on request, why is so difficult this time that the HOD needs to authorize for that record. Is been 3 weeks waiting to hear from them. ***