FNB worst bank ever

Fnb still hasn't helped me. They say go to branch. The branch says they cannot help. How do I resolve this issue. I need a statement from an account in 2011. They are throwing me from pillar to post and refusing to help. I have 2 baby's I cannot wait at the branch as the service there is despicable, they don't care, if it means waiting 1 hour I have to wait. My next step is the banking ombudsman. FNB is the worst bank ever.