TERRIBLE CUSTOMER SERVICE - HOME LOANS DEPT

I've been requesting a statement of my bond account from the home loans credit dept. since 11.05.15. Everytime i call in to complain i haven't received it, i'd be told it will be sent in 48hrs as a request needs to be sent to admin. Calling for the sixth time twice yesterday with durations over 30mins on the line, even the lady that tried helping me failed to get any assistance. She managed to speak to the team leader in admin dept. and they advised i'd receive my request by end of business yesterday to no avail when i made a follow up. I can't call the admin dept. directly as they apparently don't have any landlines or direct email addresses which is what i was told and when i suggested to visit their offices to collect, i was again told it cannot be done as they don't work that way. Therefore, there is nothing they can do because the only thing they can assist with is send a request to admin and in 48hrs i will receive the requested documents, which till this moment i don't have. This is a matter of urgency as the documents need to be submitted to my lawyers and standard bank is delaying the process. I'm very disappointed at how they handle the matter. Terrible customer service