More of the usual "couldn't care less" service from SB

I didn't receive my current account statements for November and December, so emailed the Prestige helpdesk to request these, asking that they send the statements to the email address on record for the account ie if I'm not the account holder, I'm not going to receive them. I also requested that they call me if they needed further information or clarity. They rep**** asking for personal information to be sent in cleartext email. I refused, explaining this was a security risk, and reminding them that I was not asking for account information, merely that they deliver the statements as contracted, to the usual email address. Their response was to request further personal information "for the safety and security of the account". Since I had already provided the account number, and the answers to the "security" questions, I refused - I will not send information such as my ID number over cleartext email. I subsequently requested that somebody contact me regarding the issue. I have now requested THREE times that somebody contact me, and six weeks later, I'm still waiting. I also have not received my statements. If they hadn't removed the secure messaging service from Internet Banking, I would simply have used that. If they hadn't removed the direct lines of communication to my branch, I would have used those. However, I'm not going to waste time and money spending hours on hold at a central (and in my experience completely useless) call centre when I already pay a significant amount in fees for the "prestige" service.