ABSA's sub par service continues with an added element of spite

ABSA use a system apparently called XPS or some other nonsense to verify you. The questions do not pertain specifically to your products at ABSA. They can ask you anything based on your ID number. I have a problem with this as it is a fishing expedition/marketing tool to gather information on their clients. Why must I answer questions to products/information that is not ABSA specific?

I called today to cancel a policy. I do not answer questions that do not pertain to information that they have on system. So they blocked the system. I can now do nothing until I send a copy of my ID and a signed letter. I WASN'T ASKED A SINGLE QUESTION AND AN EMPLOYEE CONFIRMED THAT THEY ONLY BLOCK YOU WHEN YOU ANSWER WRONG OR CAN'T ANSWER A QUESTION. I WASN'T ASKED A QUESTION SO HOW CAN I BE BLOCKED?

This is pure maliciousness because I refused to answer questions not pertaining to my products with ABSA.

Added to this, I spoke to two staff members working from home. They were both completely unintelligible the line was so bad and the one staff member had her dog barking his head off in the background. How is this professional. When I brought this up with their supervisor, she was completely unfazed.

HOW IS THIS GOOD SERVICE?! The consultants you speak to can very rarely actually assist you. They read off a script and when you ask something that is not on the script, they're stumped and have to call you back.

Considering how much money this institution makes, you would think that they would offer stunningly professional and efficient service but no. Sup par at every turn.