ABSA Credit Card Division unhelpful

I am flying to Thailand in April for a holiday. I tried calling ABSa credit card division and arrange that I have lounge access. I have 100k credit and use it a lot and then put back, so I should be what you call a good reliable and responsible credit card user. yet they for some reason cannot help me to tell me if I can use the Lounge or not. I am always speaking to some slow incomprehensible telephone customer care person who just gives vague answers.