Disappointing service from FNB online

Recently i requested my FNB business account's statements to be e-mailed to me via online banking. 10 minutes later i had not received my statements so i decided to call fnb online for assistance. I was told that my complaint cannot be dealt with immediately and would have to be escalated which meant i would get a response on my query after 48hrs. Mean while my account was changed for e-mailed statements i never received so i went online again and downloaded the same statements again which i was billed for again. 48hrs later i had no response from fnb and decided to call fnb again to find out how far they are with my query, to my surprise the consultant assisting me could not see my escalation on the system. I then lodged another query on the fnb website hoping to get answers. They called me the following day to tell me their system shows that the email went through but till today i have not received my statements. i don't know how would my fnb statements go to my junk mail if i'm receiving all my accounts statements via email. ALL I WANT FROM FNB IS FOR THE CHARGES OF THOSE STATEMENTS REVERSED. Otherwise send a technician to my premises to come and retrieve those statements.