Bad Bad Service

I called and asked to have my monthly fees that I have spent with the bank for 2018 sent to me of which i logged an incident REF# 608 348 02. After the 24 hours plus a day, when I call to request a response i am told that the "service recovery" department that deals with this cannot give me the information.

Escalated the issue to the Team leader on the floor and was advised to contact "Complaints Department" I did this and they advised that they also their own SLA and would need to wait 24 hours before i can receive a REF number. I cant believe the lack of urgency when clients call in to have matters resolved, its very disappointing.

Currently I receive SMS summaries of this so I really fail to understand why one cannot receive a report of some sort that tells me what I paid Capitec in bank chages in a sumarised manner.