Incorrect request loaded

For perhaps 20 years my mother of 102 received a card statemnet at the end of the month. Now emailed to me. February was not received.I asked FNB. They did send it but an extra incorrect email address was suddenly revealed to me and NOW I get an email after every transaction(NEVER requested) but once again no month end statement,. I cannot get hold of Veronique to please reset the request to 1. A monthly statement as per 20 years 2. NO email every time there is a transaction