Absa Bank not helping clients

I accidentally opened online a premium cheque account instead of upgrading my gold cheque account. Now this extra account is in arrears - which I never used and also do not have a bank card for this account. I went to the branch and a lady who said she is the bank manager said to me that I should have sorted this out before it went to their debt department and that they as my branch could not help me with this - so why am I a client of Absa? Now while we are still busy with legal department at Absa Bank, Absa handed me over to Vericred. I mean how could they do this. Please note that I have been an Absa Client for the past 8+ years.