No response from customer care

I have tried now 3 times to get my statements from Queenspark via e-mail because of the unreliable Post office service. They just don't send it but they are very quick to charge you for phone calls,letters and text messages if they receive late payments. On friday 30 Jan 2015 I once again phoned and Alfred at customer services told me its not activated and told me that he sent the e mail statement immediately.I'm still waiting so what must a customer do to get a statement on time?<br> Unaceptable customer service.