FNB private wealth refusing ,failing to curb *****.

I've been trying to verify a bank statement with fnb. The online system says the reference nunber doesn't exist. The call center says it doesn't exists. The wealth division which is apparently where the statement is from refuse to verify the statement. When trying to log a ***** enquiry the ***** department refuses to log it. The call center claims they are transferring me and have dropped the call 4 times. FNB is failing to curb *****. They have a ***** division that won't investigate or curb *****. Their bank statements are being falsified and they refuse to verify or assist with the process of verification. What are the next steps? Why did you have an option of verification that you then cannot attend to or take further action on if the verification is false. I need this report from fnb to take to the police. 5 calls and various emails later FNB has refused to assist.