Bad Customer Service Delivery

My complain is regarding the service or lack thereof from the service consultant, Poppy. I requested the proof of payment the Monday after STD system upgrade and I understood that they were still offline. I explained my request and she promised to get back to me when the system was back online. My request was please get me proof of payment for my four transactions made in Feb 2013. She explained that I will have to pay R150 since they are archived. I paid and waited, got the sms that the call has been logged for info retrieval. The info was send to her she never bothered to call or at the least forward it to me. I had to go to the branch three times :-( to the bank and queue. I explained to her that I don't need the statement but an official letter with the transaction details i.e. Date, amount, ref, account name/no, etc. Up until today I still don't have what I requested and paid for its almost a month. This should take a consultant less than 10minutes to accomplish. I am really frustrated and she is smiling, can I please get someone from STD who really service customers - service delivery. This is not complicated it's a no brainier - reprint of proof of payment - come on Poppy.