Billing statements query - NO response!!!

My Fiance died 21 November 2013 in Canada in a road accident, on die 4th of March I was contacted by the Legal Company in Canada dealing with his estate and I was asked to submit all expenses for the funeral I attended in Canada. The 5th of March I requested credit card statement from Standard Bank Jan Kempdorp (my branch), I was told the statements cant be printed at the branch, it will only be available on the 13th of March. It was not acceptable as the Attorney needed it urgently as the are about to wrap up the Estate. I then phoned the Standard Bank Customer Services number on the 5th of March requesting the statements to be sent directly to my email address. The consultant informed me that it could take up to 48 hours, I should have it by Monday, 9 March. Today is the 13th, the branch in Jan Kempdorp just claim \they don't have anything"and the call centre never sent the statements either. I don't have the time to repeat the ENTIRE process. I need my statements and I am not impress by the service. I EXPECT to have my Statements by no later than Monday 16 March - 11 DAYS after my request. What is happening to Standard Bank?????"""