Appalling customer service

Appalling customer service received from Multichoice. I have been trying to request my latest statement (which I thought was a very basic request) now for the past week. It went from "their system being down I must phone again tomorrow" to an agent apparently "logging a call" for me, giving me my customer no. as a "reference!" which was nowhere to be found on their system today when I followed up! Eventually, a statement was e-mailed through to me dated March 2018!! I was told to hold on while the service agent was trying to resolve the problem. Well I eventually ended the call after no one got back to me after holding on for ages . The total time of the call was 28 minutes on my cell phone! and needless to say still not resolved. This is beyond pathetic!