Typical! - too big and no customer delivery

I wanted one itemised billing statement for tax purposes from 2016. (I do pay extra for itemised billing). I sent an email to 809 and had an automated response indicating that the turn around time was 3 days - which I accepted. 3 days came and went.... I phoned into the call centre and had a huge fight with a consultant who insisted I fill out a form? NO - i have waited 3 days, i'm not filling anything out.... I was then told, it will be escalated and will get a response within 24hrs. Well - 24hrs came and went.... why do we put up with this????? My reference - 1- ********** 7634 poor, poor service - this is just typical