3 days and still no answer to my question!

I receive my Standard Bank statements via email. The file attachment is an encrypted EMC file which requires your card number and a password to open it. The email provides details on where to find the password. I am, however, unable to open the statement using those details. On Tuesday I called Standard Bank's Call Centre on ***. I went through to 'General Banking' and explained the problem. I was put on hold. Then I was told to try my ID number.. still no luck.. put on hold again. Then told to speak to someone in Internet Banking. On Wednesday I called Internet Banking. was put on hold again. The man I spoke to clearly had never heard of an EMC file. I was told to email him (Ndumiso Nkoana) screenshots of what I was seeing.. which I did. No reply. Today I tried again. Got through to Internet Banking and explained the problem once again. I asked to speak to someone who deals with EMC statements. I was told to go through to General Banking (again). I said that they had directed me to Internet banking. I was then put on hold 3 times for a total of 15 minutes as the man (Tiamo) kept asking his manager.. clearly did not know what I was talking about. Ready to tear my hair out!