Horrible service

I am a nedbank account holder, unfortunately I don't get the time to utilize the branches as I'm always busy, I do have the money app but unfortunately I certain transactions cannot be done. I was on the road and needed my statement so I called the ********** 111 and had to wait for some time to be assisted, to my dismay, my airtime balance became low as I was still holding so when Mr Carbon Jacobs (if I'm not mistaken) answered I quickly just asked him if he could call me back as I was running out of airtime, he then said he will ask his team leader miss Londiwe Hadebe. She said no. So now I don't understand what must now happen? I can't email myself my own statement from the app, when I call I have to wait for a while before being assisted until I run out of airtime yet you guys can't even call me back? Fast forward to about 10 minutes later, I still have not received my statements. So I had to call AGAIN, with MY airtime. I spoke to a nice gentleman who said he will resend, to make sure that I get them this time around he asks me if he can call me back on my cellphone (SHOCKER) now I'm really surprised . Why are you guys inconsistent? What horrible service I received from the first call. I'm dissappointed and as a loyal client I would not recommend.

Thank you!!