Bad customer service from Lerato Modise

I have been with Sophema now trading as Legal funeral home for the past 6 years my worst experience is with the customer service and the *********** staff a lady by the name of Lerato Modise pretended like she is assisting me yesterday as I requested a policy document which is well within my rights she said she did and yet she did not according to the agent I spoke to this morning this is not the first time happening they always act like they assisting but they are just gathering stats on their side on the number of calls management the staff is not working they don't give us what we need as customers and it's beginning to irritate me as a loyal client for 6yrs