Current Account Posted Statement Fees

I have a current account at Standard bank since Oct 2014 I have been billed for a posted statement which was then R10 and has since increased to R12 I sent an email last week requesting someone to call me regarding this as I have never received any posted statement and yet I am paying for it, yesterday I received a snotty email from one of standard bank employees Ephraim Msimango asking which address am I using where I responded it not the issue clearly he did not read my original email , I then had to ask him this morning what is the latest regarding my query he then responded via email that the statements have been posted its on the system and I should go to my branch with proof of residents. What happened to picking up the phone to call the client????? I need a refund for the money which has been deducted all these months. is this how Standard bank treat their customers??? To say am disappointed is an understatement these are the people I've been banking with for the past 7years?