Useless and NOT carbon neutral

All I'm trying to do is get a proof of account for a Saving account. The Nedbank call centre say I have to drive to Nedbank and pick up a physical copy as They can NOT email it to me. How is this carbon neutral? After 15 minutes on the phone with the call centre the 1st agent just transfers me back to the switchboard queue without saying a word and the 2nd agent just puts down the phone in my ear.