Fair pay but poor support for experience letters - Data Specialist , team captain, pod support CloudFactory Employee Review

I worked there for 5 years as a cloudworker (pod support and team captain). i left the company to pursue further studies and future in Australia and i tried to connect with them to get my experience letter for immigration process. I needed xp letter for the pod support work that i did which needed detailed info like average hours worked, pay per hour and duties in bullet point. But all they gave me was generic HR letter even when i tried to specify and contact them for 4 months. I was just asking for the detailed letter on jobs i did. Im really dissatisfied by the handling of request from formal employees.