Horrific service

I have not been receiving my homeloan statement and when I asked for statement they sent after many requests and the statement must be opened with password which supposed to be my ID number but it still doesn't open saying wrong password. When responding to email that sent the statement it says I shouldn't respond to that email as they not the department issuing statement. So if Sithembile Zondo can't assist why did she send me the statement that I can't even open. Standard bank homeloan doesn't like to update their clients at all with homeloan statements.