Irate Client (Lack of Customer Service)

I requested a bank statement from the Protea Glen branch on the 6th of May 2015, and a log was requested and I was told that turn around time for the statement to be generated would be 2 working days. 4 days later I went to the Fourways Crossing branch to check if the statement was ready, after waiting for 30 odd mins I left disappointed with no statement. The query was \escalated"but no one could tell me on the turn-around time for this. On the 16th of May I went back to the Protea Glen branch and stood in a long line for almost an hour"