Terrible service and unnecessary fees

I had an account with ABSA Unit trusts for 7 years. I closed my account March 2017. I tried accessing my tax certificate for year ending 2018 online but did not allow me as I am a non transactional user. I then emailed their support help desk 16 August and did not receive any feedback to date. I then phoned them and they informed me that I need to physcially go to an ABSA branch and first pay a fee of about R180 before the certificate will be requested. (I wonder if I will have to physically go fetch my certificate at the branch once it is available...) They do not accept online payments...and this is a bank. And why do I need to pay to have a tax certificate given to me if this is their obligation to all clients.