Complete Lack of Service

We phoned Std bank call centre to request copy statements. We were told they would be ready in 2 days. My daughter got an sms that statements are ready. On arrival at the branch, they were not available. Seems the documents were not emailed to the branch. To cut this story short, today was my daughters SIXTH visit to Std Bank. Initial request was made on 17 Feb. Today is 11 March. On Friday she went to the bank for the 5th time, requested the manager, who assured us she would escalate this & personally call us back and deal with it urgently. Today 5 days later my daughter went to the bank again after hearing nothing, no statements available. She URGENTLY needs statements for an official enquiry taking place tomorrow & lack of statements may be seen as her being obstructive, she shed tears at the bank and refused to leave. She has just arrived home after another hour at the bank, no statements. What is wrong with this bank and its staff? Does no one in Std Bank take responsibility to carry out their work? We are long standing clients but this is the last straw. The situation is beyond ridiculous. In recent years we have ongoing declining service from Std bank to a shocking degree.