Not adhering to customers requests-Teljoy

A few days ago, I requested a history statement of my account. The first agent who helped me was Audrey. She forwarded the statement, but it was only from May 2023. I asked her about 2 amounts that reflected on the statement and she said it was a correction dobe in April. Then I requested a statement as proof that I can see what is what, I requested the previous statement where April reflects, but she just send me the invoice and refer me to the online self service. There is only invoices, no statements, so I ask her again to send me my statement. Did not hear again from her. Now, all of a sudden, I received a quote to accelerate my rental, from a different agent. This is not right! My account is paid in advance, but when a ask for something simple, no one can deliver service.