Terrible service and charges

I called FNB bank for a statement. I did not receive any statement and I have been charged 48 the INTERIM STMNT CHRG that I never received. I call the call centre the agent tells me it takes three to to five working days. I specifically asked for the statement because I need the statement for that day. I really need my money. I am gatvol with FNB. If it is not a phone contract I am having a problem with it is charges I did not ask for. **** of FNB. I am changing bank account and I suggest everyone does. The call centre agent Lebogang Moshefi gave me attitude and told me a whole lot of bull. I did not receive a statement and I was charged. I need my money back R48. I am really tired with FNB. I am gatvol.