Banking Bullies! Feeling ignored, and most un'appy

Nationwide - been with them years. Adopted online banking as soon as it was offered. I do not want to bank on my phone 'out and about'. Nobody has ever shown me how an App would be better than online banking. Today, I get an email I can't reply to telling me my 'saving statement' is 'here'. I follow the instructions and there is nothing. I have already done the instructed routine to continue having paper statements. To me this is NOT trivial - both of us are in our late 70's with sight, hearing and memory problems. We are coping, but we do need to have physical statements we can look over and put notes on ourselves. Their 'new look' is laughably unhelpful. I am very sure I'm not the only one feeling they are going backwards fast.