***** - ABSA PROOF OF PAYMENT

I received a **** proof of payment on an ABSA document from I guess one of their clients - I have sent a mail to the digital dept but got feedback that I must get an attorney on my cost to take up this matter? My husband also bank with ABSA but I think he must move his account somewhere else because that is the attitude of ABSA - is that how they help you ? Was the feedback from them to me fair ?