Terrible service

A very very disappointed customer, Number 1 you go into a Truworths store you have to wait a good couple a minutes in a long line before getting assistance.

I was requested to go into the Truworths store to get a Truworths statement as I needed my statement for urgent work. I requested it to be emailed to my daughter's email address I was told it was going to be send till date I have not received it. I asked my daughter to contact Truworths for the statement as I was at the Lenasia Truworths branch on Monday (02/09/2019).

My daughter contacts the branch and was told that I needed to come in AGAIN, My daughter explained the lady who was assisting her Nokathula over the phone that I was at the branch on Monday they insisted they could not assist her, She requested to speak to her manager but was told the manager was on lunch, My daughter then gave her a suggestion to take her email address down and contact her dad Ramesh Jimmie to get his consent for the statement to be send to her she was turned down as well and was told to contact head office herself. Is saying okay over the phone helping or assisting the customer further

Number 1 where is customer experience or customer concern? Number 2 Does employees know how to resolve issues over the phone or even speak to customers? Number 3 Who's job is it to contact head office?

I'm sorry to say this service is terrible if i knew getting a statement is such a hassle why have an account then?

I fully understand there is terms and conditions which I respected Truworths employees requested me to come to the store which I did and gave them information which they require and now i have to do all the running around is that how customers must be treated?

Very very disappointed if training for staff is required please help employees where needed because I am most definitely not happy with this service