No service received

My renault triber was taken by Renault assist to Renault Bryanston on the 20th November 2025. I have called multiple times and have not been adequately assisted. I have spoken to Claire the service manager from Renault Bryanston and Lydia and Amanda from Renault SA and they have not assisted me. I still have not received a courtesy car. At first they said its just the radiator now they saying a new engine is required. Engine was replaced in Febuary 2025. They are refusing to provide the recording of the original conversation where they said its just the radiator.