We pay for nothing at FNB

I have a structured loan with private clients , i have 2 queries 1st is I'm missing a statement from 14th November 2020 to the 6th the of December 2020, and there's 3 transfers that has come into the bond account in 2020 , im trying to get this information and im being passed from pillar to post , this is ridiculous the private banker says send me an email ill reffer it to the bonds department , i explained im with my auditors i need this information now , he said he will attend to it , i then sent the mail , i then thought let me fast track and call the call center , private clients sends me to the home loan department, the home loan departments guys tell me they cant help me , i need to speak to private clients , i then ask to speak to a manage the guy says he will be transferring me to the manager that handles my banker ("guan or ivaan im not sure ) , he then transfers me to a nother automatic prompt which gives me no options which are relevant to me ,

this is disgusting that we have to beg for information for services that we don't let the bank beg for payment , my payment record on all my accounts is fantastic ,

i need someone to help me with this as im incredibly frustrated now