ABSA HOME LOANs Service is a JOKE

I was advised by an ABSA consultant to withdraw funds from my Flexi- Reserve as i would lose the funds if I app**** for funds to renovate, I submitted everything and every time I call in to follow up i get told the same story, the lady that is dealing my case is out of the office and they will escalate it to a manager, which means if an employee is on leave at ABSA there's no-one else that works in the department that can help, when you ask to speak to a Team Leader, its always the same story they tell you that they in a meeting (like we don't know this excuse) if they really in a meeting why cant they tell me that a team Leader will call me back. I am seriously disappointed in this lackluster service by ABSA. My first Ref number is C-***1 and my second ref Number is C-***8.