Cheating, Defamatory, Non-customer-centric Approach

On 28 Feb, 2019 at 10pm I went to online banking to download my company's financial statements for the last 3 months. It was the last day of financial year and I specifically needed the Statement for November 2018. Upon several attempts to download, the screen returned an error message which stated that the November statement could not be retrieved. I then attempted to complain about the service by using the online feedback form ; the telephonic call centre was also closed. The online complaint facility also froze up and I took a screen shot of the frozen screen, showing the time at 10:31pm. I then used the email address provided on the complaint, to say why I was complaining, primarily about not being able to access my FREE November statement. The next day I received emails from FNB enquiring further and then saying that the matter would be referred internally, to investigate my complaint that online banking facilities had locked-up, citing the screen-shot as proof. I then received another call the next day, informing me that FNB had received the error screen for the complaint I tried to raise but not for my efforts at trying to retrieve the November 2018 statement. For that reason they would not send me the November statement and I would have to pay the required fee, to obtain such statement. In effect, FNB has in fact imp**** that I had **** about not being able to obtain the November statement. My efforts at sending the screen shot which clearly shows that the complaints facility was not operational, was not regarded as evidence because FNB's internal operations could not identify the problem with downloading a simple statement. FNB is not prepared to send a simple statement in recognition of an error their site! As a result, I have to pay a fee, however minimal, to retrieve the statement. FNB's position is wrong and not customer-centred. The amount of time it took, owing to non-functionality of some facilities on FNB on-line banking, including phone calls and the time taken to write this e-mail, has far exceeded the value of paying for one statement. However, it is the principle of the matter which is in question....especially from a bank that claims "it does more to help". I had indicated to both operators to whom I spoke, that if FNB does not send me the November statement for free, as it was promised, then I would use whatever means necessary to let the public know that their internal process to match up to their promise. As a business consultant with dozens of clients, I will no longer refer clients to FNB because of the unrepentant attitude of its staff, who after all, are simply following internal procedures. I am quite disgusted that FNB has implicitly called me a **** and then expects me to pay for what they should have provided in the first instance. This email is the first of may communication items, which I will be spreading widely, and will undoubtedly cost FNB much more, than simply having sent me the statement.