Previously happy FNB customer - is now SO disappointment and mad

I have been a local and happy customer of FNB for many years, but over the past four months I have had the most frustrating level of interactions and services which compells me to write negative reviews about the service I have received. In Jun I attempted to retrieve statements from the FNB online banking platform. The gave a standard "Error: try again later" message, and I did not receive any statements. Trying again later, I discovered that the online banking platform did charge me for the statements. 132 statements at R12 each. I have been trying since 25 Jun to get FNB to give me the statements I paid for. This has taken, 4 visits to a branch, 4 FNB Care interactions over email, 2 FNB Care calls via phone and countless time sitting watching FNB Secure Chats. In all these interactions FNB has said, they can see the issue and they will provide the statements. They even graciously offered to refund the statement charges. Today I had to phone FNB Care again and when I was told I would have to phone a different number. I lost control completely, screaming at the poor lady on the other side (who has never even heard of the problem). Completely unfair to hear. So many people have dropped the ball here. I am just frustrated and dont trust that FNB is trying to solve the issue. We truly are in the age of the customer being a "number" or "profile"