Is requesting a homeloan statement rocket science?

I sent an email to Standard Bank Homeloans department on 22 June to the email address provided on their website (***). On 14 July, I had still not received a response so I had to call into the department. This is totally unnecessary in these times - why can an email not just be sent? I was requesting something as simple as a statement and how to pay more to my bond. I forwarded the email to *** as per the consultant on 14 July. On 15 July I sent yet another email requesting for my email to be answered. I then got a call from a guy by the name of Fanie from the cancellations department. How does an email asking for a statement and asking how to pay more towards a bond end up in your cancellations department? I have now sent yet another email and I have still not received a response. This is absolutely shocking service. I cannot foresee myself having a 20 bond year relationship with an institution as *********** as this. I have now requested information on how to hand this bond over to another bank who is actually capable of sending a statement and answering a simple query.