Is my money lost?

I opened a fixed deposit with Absa sometime in October 2018 and have not to-date (19 December) received any sort of investment certificate/statement via email. The call centre agent stated various issues with system migrations, huge backlog, etc. This is absolutely unacceptable given the large amount of money invested and I have absolutely no confidence that my money is safe and actually invested. I am being asked to go to the branch to get a statement now, but where will I get the investment certificate from? I am 2 months into a 12 month fixed deposit with no clarity regarding where my money is.