STATEMENTS REQUESTED

I phoned the *** number requesting 12 months bank statements. The operator was very nice, but not very helpful and did not explain properly that I could have indeed get the statements on internet banking or my FNB App. I could not go into the bank as I was under quarantine due to tested positive for Covid. I think it is rediculous charging R40 per statement to be emailed and I was charged for 14 statements and I only requested 12. I feel the operator had to give me proper information how to get my statements without having to pay this amount. I am a single mother and 14 X R40 = R560. Really???? It is so a lot of money to loose and I demand that I be given back my money Please ?