Did you take withdrawals from the account in 2017? They are required by law to issue a 1099-SA if so.
Well, this is strange. I wonder if you just spoke to an idiot on the phone. You might want to check your account online and see if the documents are there somewhere in your account. Do a search of their web site. The penalty for not filing 1099 forms is $50 per account.
If you file without declaring the spending and they never report it, nothing is likely to happen. But if you file without and they do later report it, you will get a letter from the IRS and you will need to amend your return.
If you can get the correct amount of your distributions from your account history, I would probably enter a mock 1099-SA in Turbotax. Use the bank's name and address, and if you can't get their EIN from the web site you can either make one up or leave it blank -- if left blank you may get an error message and have to file by mail. Use code 1 for the distribution code. As long as the distribution number you use is correct, it will carry to form 8889 and should not cause any problems at the IRS even if the EIN is wrong.