Absa bond Account ***

On the 21st august 2019 the bond account i had with absa was settled. I had a query regarding the settlement however i could not be assisted by settlement department they informed me that i must contact the attorney as the bond was in arrers when it was settled, i then contacted the attorney who refered me back to the bank so two weeks ago i sent an email as i was being refered to many times the email was received and because i had a read reply however i did not get a response from absa so i then phoned again and still the lady i spoke to said they are waiting for legal department then i resent another email no response. I want to know if the consumer was in legal dont they have a right or is it a mater of race. My bond account *** am i too black hence my matter is not being attended too.