Poor service from a large financial instituition

I called Investec requesting for a statement of of investment portfolio on: 1 - June 2018 - I was told to wait until Mid July 2018 2 - End June 2018 - I was told it will be soon 3. - August 3rd 2018 - I was told there was a system problem

Firstly, why was it not possible for the agent to provide a statement as and when requested, secondly why was there no communication regarding the delay and lastly, your fees are not the cheapest