FNB Bank's poor customer service for private clients

I requested credit and check account statements for 2016/2018, from both ABSA and FNB banks. ABSA, where I am not a private client assisted me within 3days. FNB, where I have a private account and banker, have still not provided me with any feedback or assistance, since my request was made on 15th November 2019! Initially they said it would take 8 days to provide me with the statements in archive. It has now been more than a month and after several emails sent to 2 different private bankers and still no feedback. This is the poorest customer service ever. I need the statements for a legal case, which was clearly communicated to FNB bank. Why do one need to pay almost R500 per month for private bank account fees, where a normal savings account at a bank such as ABSA, Provide way better customer service!?