Online Down and then to charge

Since last week the online platform has been unavailable.

I contacted the call centre who advised that there was an issue and they had no timeline for resolution. I advised that I wanted a statement and they in turn advised that there would be a fee for the request. I disputed this as it is something I would be able to obtain online at no cost. The agent then logged a query, which to date, I have not yet had any response to.

My request is simple, provide me with a statement at no charge. The system issue being experienced is on their side, and for days on end now, and as such I do not feel that the request for a statement at no charge is unreasonable.

Unhappy online customer