I am really unhappy with the service I have received

I am really unhappy with the service I have received. First, I can't download my statements in app or on desktop due to a technical error on your side. On my first secure chat I am told there is no way for my statements to be sent to me. Then when I phone I'm told it can be sent to me via email but it will take 12 hours and I'll be charged R50 per statement. This is ridiculous since it should be free via app and isn't due to FNB's fault, but I agree. Now more than twelve hours later still no statements. My reference number: ***8-G3W5X4