Nedbank bond statements

I need home loan statements. I have emailed the home loans department several times, giving the bond details etc. I can see that the emails have been read, but there is not response. this has been going on for weeks. I then take the morning off on Friday 13th April 2018 and go to the branch in Alberton. I am told to go into a booth and use the phone there. I use the phone and request the statements. I was on the phone mostly waiting for over 20 minutes. I was told that the statements would be emailed to me. within 4 working days. After 9 days, I have still received nothing. I urgently required these statements, and this has been ongoing for over 4 weeks now. How difficult is this. How much time and money do I need to spend to get these statement. I really don't want to phone from my cell phone and wait another 20 minutes to get another promise and nothing happens.