REWARDS NOT EARNED SINCE 2010

I have called ABSA about 90 Days ago complaining that my rewards are not accumulated since 2010. The call centre agent advised that I must get individual print outs since then from the bank at my own cost which I refused. I was then told that they can do nothing to help as they have been having problems with statements throughout the year and they cannot email them. Why must I pay for statements which obviously is a problem on the side of the bank. When am I going to get my updated rewards amount and a complete reconciled statement? I pay the monthly subscription for ABSA rewards but get nothing. I have 2 sets of reference nos of my complaint