More than a week & still no service

I have now been waiting for more than a week for 2 statements from Nedbank - I originated the query via their website and have since been pushed from pillar to post in an attempt to obtain these statements - I have more than 5 follow up e-mails with no response on the matter. I then try to make telephonic contact on Thursday, which was the biggest mistake ever!!!! I went thru 3 department and was on the phone for just shy of 30min before I had to simply hang up - teh 30min call by the way was for my own expense as it was a 011 number - nee man mense, dis verskriklike, slegte diens!!! All I wanted was 2 statements, why cant you simply supply what I want?