No Response

Since April 2016 I have been requesting an IT3b for our business account as at balance 29 February 2016. I get told that there is no update on the system. Therefore I they send one dated March 2015 as at 28 February 2015. After a number of visits to the bank personally,not able to meet the business account manager & various phone calls stating that this information is incorrect. The branch is not able to assist,so an email has to be sent to Head Office. After which a reference no. is sms'd with a due date. At due date no feedback or response is received. I have auditors awaiting the document to complete our Annual Financial Statements. My question is...how difficult and how long does it take to obtain an IT3b, balance as at 29 February 2016?