Poor service

I am so frustrated with Nedbank, I have been requesting my statement of balance since Jesus was born and no one is willing to help. I have been sending emails and no one responds to any of my emails not even directing me to the correct department of some sort. I went to Roodepoort CBD branch and I was not assisted instead the lady didn't even want to take my details or even check she just told me to call the Call Centre because the statements on their system is not the same as the ones from the Call Centre which doesn't make sense. I called the Call Centre and spoke to Sbonelo which I gave all my details to just that my cellphone number has changed and they couldn't help and transferred me to someone for manual authorisation which nothing was manual with those questions same as what Sbonelo asked yet they couldn't help and she hung up on me because I asked to speak to the manager, I called again and I spoke to Xoliswa Nxumalo who did the same thing and told me her team leader will not take my call I assume its not a serious call to them, I asked to to use other ways of verifying I mean their IVR says they use voice to authenticate yet they failed. I'm really tired of them I don't know what to do. Going to the branch again requires me to take some time of again. Is it really fair. All I want to know is my loan balance so I can pay and stop being a nag... Yoh I'm shocked at the service. It's been years and they don't improve at all...