Terrible customer service and no delivery

I loaded a service request *** for sending of bank statements from 1 March 2014 to 28 feb 2015 and was charged R600 for this which was not the issue but the problem was not even receiving this after I explained the urgency that I needed this to submit for tax purposes they sent me a message saying it was resolved yet nothing was sent or received. This must be one of the worst service experiences I have had and would take serious consideration using their services or or referring any other customer to use them in future as its not just a one time incident but numerous incidents I can relate to.