ABSA has different client profiles of me???

I am a long-standing customer of Absa and have rarely had issues with the company. However, they are not being helpful at all with regards to an enquiry I have re my cheque account. I want to find out whether my account has been handed over to a debt collections company, but have so far been sent back and forth to different Absa Call Centres in the last hour, with no resolution to my query. As soon as I get through to Customer Care, they take a look at my account and say it's under debt review, and then transfer me to Debt Review - who tells me I'm not under debt review and transfers me back to Customer Care. This carried on until a consultant eventually put me on hold for six minutes, after which I hung up. Do they have different versions of my cheque account/two different client profiles? What is going on here? This is supposed to be a matter which could've been resolved in 5 minutes!