Unhappy client

OUTsurance is refusing to provide me with my call recording while I was told that the call is recorded and can be made available to me up m request when I took a policy. I took the policy in February 2024 and there are few things the consultant I was speaking to mentioned which I want clarity on.

Siviwe called me back on on 4 July 2024 after I registered my claim on the app, after our conversation I requested that she send me the call recording, she promised to send it within 24 hours. 24 hours turned to 7 full days. I've been calling within the 7 days to do a follow up, but still nothing. I've spoken to Lindo on the same day who also promised to make his mission that I get the recording because I wanted to cancel the policy, he never came back to me, I called back on 10 July and spoke to Jamie, yesterday I spoke to Thapelo, he told me that I should speak to their complaint department but ignored to escalate the call.

I'm not sure why they are putting me from pilar to post about this matter, but I really need this recording for me to take an informed decision on whether I continue with the policy or not, they are depriving me that, is that even allowed in consumers act?