Unhappy client

I have been African Banks client for more than 2 years. Up until now, i Have been the happiest and most satisfied stakeholder. Until recently, For quite some time now I have been trying to access my account statements (myworld account) and have had zero success. I tried calling customer service and even gone to the bank to see if there isn't they can do to remedy the situation for me. 3 times I have been told that my issue has been escalated to IT to resolve ( I understand the 72 hour period stated in the SMS's I received) but out of the three times only two queries were logged and the first one was never logged. and the 2 queries I have been told were suspended. I don't know what the term means but They were suspended without notes to indicated progress or reason for suspension. I don't know if my children and i should be deemed homeless before I can have access to these docs or what. I am just not happy at all with African bank this time around