Charged for bank statements already paid for

I receive monthly statements via email for my savings and bond account. These statements are encrypted and you can't open them. A number of phone calls to different departments you are told how to open these encrypted statements, but this method also does not work. You phone the call centre again, spend 45min on the phone to get the matter escalated and resolved. The bank agrees to send you the statements free of charge as the ones they originaly sent is unusable. <br> <br> Instead of receiving free statements I was charged R 1400 for these statements!