Debt Review Department does not respond.

I phone the FNB debt review department for an up to date statement of my credit card on the 13th of November requesting the statement, I was told that I would have the statement in 6 working days. Nothing happened. I phoned back after 7 working days, was then told that my request has been escalated and that I would have my statement in 48 hours, still nothing. I phoned again on the 6th of December and left a message to have my call returned, no ever phoned. It is now the 11th of December, 2 days short of a month later and I still have nothing. I phoned again today only to be told they cannot help me because their systems are down??? Every time I phone I am on hold for about 10 to 15 minutes, who is going to carry the cost of all these phone calls???