African bank has me waiting for a statement for over 2months with no feedback provided even though I was promise 48hour twice

Requested statements twice from one of pocket account and none of the consultants have given me feedback from November. I was given 48 hours waiting period but Both promised to call me back and email me my statements. First bank where one has to wait over 2 months to get a statement. I called now they informed me that the bank rejected my request because I don’t have stockvel account. I don’t understand why the bank does provide any feedback but instead one has to call and worse part is that African all line will not respond to any selection before you have listened to all options which makes the call very long and you have to enough airtime. The service is so frustrating