VERY BAD CORRESPONDENCE

I contacted RAF in February 2017 in their Durban offices. I wanted to know if they can help with a claim from an accident that happened in 2001. I was given an email address of ********** who in turned CC'd ********** on the 12 February 2017 and was then told to my file is with Gift Makete at their Pretoria office. This Gift person does not answer my attorney's call and emails. I really need access to my file so that my attorneys can proceed with the claim. On the 21 September 2017 my attorneys ********** Gcina Costa" contacted this Gift person, and he still does not respond. All I want is an access to my file and have my attorneys to can get the file and work on the case so I can have closure on this matter.