Unacceptable Service - Home Loan

I have been battling for more than a year after completing the debt review process, to get a home loan statement from FNB. I have not missed a single payment on my home loan. I no longer have the FNB APP (because all other accounts with FNB apart from the Home Loan Account was paid up in full, and closed). Call centre says I have to go into a branch, because they cannot verify my identity and the branch needs to help me with the app. The branch says they cannot help me with the app because I do not have any other accounts with FNB. So I am unable to get a full statement. What will it take for FNB to help me? Should I stop paying the bond for a few months and see if they will THEN be willing to send me a statement???