Very misleading & unhelpful (ethics being questioned)

They claimed I accepted a policy which I do not recall doing. It was a whole story to get it cancelled as they automatically loaded the policy with my banking details, and now they are acting very fishy with regards to sharing the call log with me where they claimed I approved the policy. If I did approve then fine, but why are they taking so long to send it then because they confirmed it was available (over a week ago). They have now promised me several times they will send it "shortly" now several more days have past and no recording yet