Self service portal sucks

I have been a cell c customer for more than 10 years, but every month I am given a reason to jump ship and look for another service provider who will make me feel valued. I have a contract with Cell c that is subsidised by my employer and every month i need to submit statements to have my claims processed. until round April this year i was able to download statements on the cell c portal and save them without encryption and forward to my employer for processing. Nowadays I battle every month and have to reach out to cell c via twitter and be told conflicting statements, before eventually being sent my statement without encryption. I spent 20 minutes on a call with an agent and he told me to save/download from my phone and that once forwarded the pdf document would not require encryption. He mislead me. Honestly can your self service portal be proper self service? I don't want to have to nag and explain to a new agent every month why I need statements without encryption. Just make life easy please!!