Customer service delivery time is 5 days

It has been months now that I can't open my estatements from MTN, it suggests you click on a link etc but that does not work for me. I sent through a email to them to please correct this matter, I get a email back asking me for my ID number, MTN Pin, address, Name and Surname and MTN account number. There is no letter head on this email nothing, How do I not know if this is not a ****? I have provided my cell number to them and suggested they can contact me rather then letting somebody get hold of my info. I did address the email as Mrs Gabri Lubbe but due to my email address coming up as Gabs I get addressed as Gabs, that is truely not very professional. I did not ask for new products or account information I just want to be able to reas my own account statements before I get debit every month. But that they don't have a problem doing, taking your money but don't let you ask for something it takes 5 days. I have all emails from Matshidiso if needed. If needed please contact me after hours from 16;30 onwards, thank you