Disappointing, uncaring service

Outsurance called me on Friday to give me a report of the status of my complaint. I asked the lady handling it to give me the report in writing as I couldn't hear her clearly. She promised me that she will forward everything to me on Monday. Today, 3 days later, I have not received it. Clearly she has forgotton her promise or just doesn't care about clients. I am also insisting on a reference number for my complaint, which Outsurance refuses to give me. Please Outsurance, read the front page headlines in this mornings Mercury. It's about a court case which was won by the client because Outsurance was refusing to pay him out and also referred to his outbonus. I also am claiming that I am entitled to my outbonus and that you fine print is not in readable, simple language. Is there someone there in authority who can answer my questions because you still haven't listened to my recordings and the woman who was dealing with it Melisa seems to be rather egoitic, arrogant and bombastic. She clearly has not customer relations skills but rather prefers to abuse the clients.