ABSA not helpful and departments unreachable

Once again I have to resort to Hello Peter to get any response from ABSA. I have unreleased amounts on my credit card. After calling the credit card division, I was told to send a letter to ***, but it has returned to sender. On calling the credit card division again explaining the problem, the guy wanted to start all from the beginning and first confirm if there are unreleased amounts. He admitted he can do nothing for me, but needs to go throught the whole confirm who you are, check the details etc. etc, When I said I am not willing to start from sctratch if he is only going to refer me to another dept . . . he put the phone down in my face - how is ABSA staff members trained? I have another problem changing from banking package for over 2 weeks now. A manager told me to send a mail to the actionline as he admits there is a system problem - Actionline has no response. Can somebody contact me from ABSA?