Unexplained Soaring Account balance

After noticing the account balance increasing each month after regular payments are made and no purchases are done, We ordered a statement, a week ago to include info from September to December 2017 so we could try find out what was causing the balance to increase. I called ********** 100 last Saturday and ordered a statement on the account from Sept to Dec and was promised it would arrive via email in 36 hours. By Tuesday it hadn't arrived to I called again and was promised it would arrive by Thursday which it never did. I called again today to ask where it was and was told it had been emailed. I still don't have it so I asked them to resend it and I gave the email address again but it STILL HAS NOT ARRIVED!! why on earth is it such a mission to get a statement which is every consumer's basic right?Ackermans your service sucks!