ONLINE STATEMENTS

I recently went into an FNB Branch in estcourt and asked for my most recent statement to be printed till today as the one I printed from online banking was not accepted by the department I had to submit to.I explained to the service person why I needed one that is printed over the counter and was advised that she cannot help me as they are not allowed to print those statements.she the confirmed with her branch manager who said they cannot assist me even after explaining that I cannot use the one from online as it shows that it was printed online and would be rejected by the department.I honestly don't understand why feb cannot listen to its customers and provide a service that will actually help instead of shutting us down.