Poor service,yet again

I made an EFT payment for my home loan account, sent the proof of payment to FNB and asked them to give me feedback.As always ,the request was ignored. Then I asked for a home loan statement, and waited for a long while before a response came.Needless to say that the response did not solve the query. The response was a generic email advising me to download the FNB app in order to access the statement. What I asked for was a statement and nobody had the courtesy to contact me to find out if I would be able to make use of the app or even get to a service point where I will be able to activate the app profile. The people at FNB attended to this matter in a way that they wanted,instead of helping me with what I need.With that they ignored the fact that I am not an FNB account holder,although my home loan is with FNB. In the past months ,I have received such poor service from them and ironically they only attend to queries escalated via Hellopeter. Talk about integrity