FNB service difficulties

I have been trying without success to do two simple things on my loan accounts: 1. Get statements on an account closed last month - these are no longer available on my app as I sold the house. But I need the statements for financial reasons. Staff at the bank are unable to help. They do not have access to the 'folders', apparently. 2. Find why the access bond on another loan account cannot be accessed at all. Staff at the branch are unable to help as this is a 'self service action' apparently. There is no office to visit for Home Loans in Jhb. The single phone line at the branch has at least an hour queue - I have been there three times this week. Why does it take in excess of a week to do what should be a half hour job? I need these issues resolved and have been to two branches to try, without success. Please help!