ABSA customer game of "Sudden Death"

Today I had a call from someone in ABSA after I send them an email about a refund from Amazon. The line was not that good and I, later on, ask the caller to increase the volume as I realize we could not hear each other. First, he mentions a "reversal but I corrected him, it was a refund. After asking my name and email he wanted to know my residential address. I fiddled around (I was outside my house) in my office to find my Proof of Residence for ABSA. As I had various bank accounts, not all of them are exactly the same format and I wanted to use the ABSA one. I had a similar bad experience before with them when I quoted my House number and not the street address. I do not fully remember always the number they use for our Just my PO Box nr and house number. So during the time I was getting the "printout " from Absa from my account, he started to doubt if I were the right person. I just give him the street name as I usually give to visitors. I did not want to give him the House Nr because in the past it confuses them. Then he said he cannot continue the process and because I saw it's a hopeless case (again) said bye. What surprised me, that he did not ask my ID Nr, if I had a secondary card, How I pay my credit card, how I receive my statements, account number or any of the other questions they normally ask. Enough to prove I am the account holder. He was concerned that I could not give him my Limit(Af cause without asking which account he is talking about) As I could not tell him the exact amount, he started with his story we cannot continue the process of verification. I have 5 different backs I am holding a count with. I have given him a close estimate of the correct amount (within thousands). Then he told me I must go to a branch to verify. I told him I do not have transport at the moment and it is unnecessary as I have a stamped statement from the bank of my Proof of Address. (Not to mention that we are in a lockdown), My right to avoid crowds or gatherings. As usual, again how do I verify if he is a legit ABSA employee. Old problem! You can take my residential address and share it with ******s. I have made an email communication, why can they just not ask me to send (email) them proof. Why can they not just have the customer-orientated decency, to allow me time to get the written paper to read out to them the ABSA verified address? So unfriendly, so unhelpful, so inconsiderate for the situation we live in, and not to mention that we live in a digital (technology advanced age) to use email. Just like that, plying the sudden death game to you as a long-standing in good credit account holder! Please be more professional!