RACV complaints number & email.

We signed up for emergency assist as our cooling system had stopped working on the 13/01/22. We paid Aud 269 to sign up and get immediate assistance and a yearly fee of AUD 90 was added on top of that. A plumber visited our site the same day, viewed the evaporative cooler and verbally told us the motor has siezed. He had not provided any written report and told us RACV will contact us. We waited for another 3 days but didn’t hear from RACV, so we called up and had to explain the situation to the staff member. I asked for a written report and was told someone will get back to me. After a few days on the 18/1, I received an email, providing me a job call out number for the 13/1 but no written report from the person who attended the venue was given. We ended up calling two other times and were given the run around with no concrete information. Every time we asked for a receipt number for our call, we were told none available. This resulted in multiple calls and explaining the situation all over again. Then on the 20/1 we received a quote from a new plumbing company to view the cooler again with a call out fees of AUD 89, when we called the plumbing agency we were informed the report attached on the email from RACV was for a different address and not our house. The plumbing agency had emailed RACV on the 21st regarding this but they had not got any reply as of today.
We called RACV again on the 24/1 and requested to speak to a manager or provide a ticket number so the calls can be traced but we were given another run around resulting hours on the phone and the phone hung up because my husband was getting frustrated with these long waits during his lunch break and no concrete results from the staff. I called RACV again and requested to be connected to the quotes department but no one picked up and the call was connected to emergency staff receiving emergency assist again. I explained the situation all over again and had requested for the initial report to be emailed to me.
We would have been better off calling a plumber to settle the evaporative cooling instead of using RACV emergency home assist on the 13/1/22. It has been a waste of money on our end. The plumber who visited and analysed the cooling system on the 13/1 should have provided a written report immediately. The staff at RACV had sent the wrong report to the next plumber who was supposed to quote on the job. All these has resulted us suffering on the days we have had very high temperature. We are still waiting for this to be resolved and I would like my money back. Emergency home assist is a waste. i had requested for a call back to complain but i doubt i will hear from them for another week or so.