ABSA bank bad customer service

Absa is the best bank in SA? Dont think so;after numerous calls and a visit to one of their branches... still no money back that is MY money. My last reply was yo visit the branch manager again,seeing that ABSA pays for me "petrol money" and provide me with food to give to my family. Been banking with them for over 12 years but never had the support as im not white or black,so it seems.