Absa: bizarre client services response

I have an Absa package that includes three products, i.e., a cheque account, a credit card and an international airport lounge access membership card. During the years Absa would switch airport lounge access program vendors and I would then be issued with a new membership card with whomever Absa partnered with at that time. At the beginning of the year when checking the airport lounge access app it gave a message saying my membership had expired 31/12/2020 and to contact Absa. On contacting Absa I was informed that Absa had once again partnered with a new service provider and that I should download the new app and enter my credit card details. On doing so the app did not recognise my credit card details. I once again contacted Absa and was then informed that membership was only for private banking clients. This was news since my specific package always included an airport lounge program membership card. I contacted Theresia Spang, she helpfully enquired from the relevant department on my behalf, and was given the following answer: “If Checkers has a special then the client cannot demand to have the special after the special has ended.” I am appalled by this unsophisticated, unintelligent and unprofessional response. I truly hope a junior staff member in training gave this bizarre answer. My airport lounge membership card was never a “special”, it always was part of my three-product package – Absa check your records and you will find that over the years I first had Priority Pass membership and then you changed to Dragon Pass and I was issued with said membership card. Absa changed their lounge access program once again but this time Absa did not issue me with membership. Neither did Absa bother to inform me that Absa will be terminating my membership, nor was my monthly fee reduced accordingly – I am still paying for a 3-product package, but now have only 2 products. From your website I should be charged R190 per month but Absa is charging me more than that. Please 1) train your staff to give thoughtful and intelligent responses when dealing with clients, and 2) reinstate my international airport lounge access membership, or failing that reduce my monthly package fee to that of a 2-product package, since I no longer have 3 products.