Home loan department is a disappointment

I’m so disappointed by how FNB has treated me in the past two months. I had been asking for my 12 months bond account number with no help. I can not get it in the banking app and obviously I called them for assistance. The first two times I called the ladies kept sending me the statement from August without any explanation and I would only realize it after I had rated the service and dropped the call. When I called the third time the lady I was speaking to by the name of Mandy also sent the statement but before I hang up I viewed and told her that the statement was only from August also and only then she explained to me that it’s because my account was moved to a new system and had been moved from August- which no one told me about. She then said she would request the statement and they would send it to me. When I asked for their direct number she said I can’t call that department. Ok but she gave me their email address . I have been following up with them on emails no one gets back to me. Can it really take two months to request a statement and send to a client. I’m so disappointed and I don’t know what to do anymore as I feel Fnb staff is just ignoring me and laughing at my emails. I don’t want anything else just my statement. I have been so loyal to Fnb that I feel so used and stupid to have even recommended it being the best bank even with their ridiculous bank charges