Pathetic service

I requested a statement for my loan account from Nedbank. Since Monday I have been calling and emailing but to date no statement. My statement was available on my app and for the last couple of months its not on the app anymore. The one consultant told me its set no mail to me and they need to change the method on their sysytem. Well guess what, I do not even get it through the mail. The other excuse is we will excalate it to the relevant department. How difficult can it be to email a statement. Response below

Hi lady.

I am not able to change it on my side as I have noticed it is currently on post instead of e-mail, so I have requested a specific department to amend it.