No service

I need a simple Tax certificate for my bond account. For some reason it is not available on my internet banking.<br> - I have sent three secure messages on internet banking<br> - I have emailed customer support three times<br> - I have called the callcentre and followed up with an email<br> after a week, still no certificate.<br> My impression is that the service at Standard Bank is steadily declining, and it is getting more and more difficult to actually get personal attention.