empty promise

I called in at the business call centre, spoke to Lionel, asked him for bank statements from March-June 2013 as my auditor/accountant requested them to prepare financial report that is due today. Firstly i held on for quite some time and then he came back to inform me that the systems are not working or offline but he will certainly try again later at 11:15 and send me the required statements, we verified the mail address and its now Friday the next day, no statements have been received on my email and my accountant has got a report to prepare, we will be delayed for another day and we will incur unnecessary penalties with SARS. Why did he make a promise he could not keep, where can one get a descent service? Public service is bad, even Private (FNB) which bills us monthly fees for such a terrible service delivery.