Terrible service

Very unhappy with the service from standard bank. I called to enquire on the settlement of my student loan and firstly had to wait over 25 minutes to speak to a consultant. I've requested a statement which I was refused yet I called previously in August and it was sent yet today I was told that they can't send me an email with it. Until I explained that I have received this before then to be told thereafter that she will confirm with the team leader and get back to me. Thereafter only I was told yes it can be provided. You have wasted over half an hour of my time and money to call and still the statement that I have requested could not even be given to me as promised this will be sent via email. Please train your staff to assist clients in a good manner and improve your pathetic wait times. Kindly get back to me and email the information I have requested. Working in the corporate industry the way that this was dealt with is absolutely ridiculous. Very unhappy with this experience.