Banking service fee

I have been a loyal customer with Standard Bank and I am annoyed that the service I got at longbeach was not very helpful when it came to asking for back dated pop. Why if I pay 250 a month for services from you do you still charge 10 a statement download? Or even forget to tell me that emailed statements are available to download. I had to ask about the pop and how much it would cost me; she grinned and said 25 a pop - I needed 5 ... annoyed that they weren't open or helpful about my options but happy to take more money.