Power service and customer care

I have a bond with Fnb for past 7 years, called them to ask for settlement letter and bond statements as I noticed they stopped sending them from Nov 2019. They sent the settlement letter very fast but they refuse to give me statements. I have called twice over a week requesting statements and consultant to give me clarity on my account to ko avail, to date I do not understand where are the statements and why my balance in Oct 2019 was 450k and in July 2020 its 440k but over 50k has been paid, at this point not disputing anything I just need statements and customer service and care.