Statement not available on banking app

I called nedbank to query my statement that was not received by mail and July was not available on my banking app. The consultant verified as this was the case and and could not confirm why and when I will receive my statement. I was told if I need one she could assist and this will cost me R30 and I was not happy of this however I have had no choice but to accept this my statement was sent and I was debited. Please can management advice what was my fault here and why should I be charged as I am a pensioner. Kind Regards Lenny Chetty