BANK NOT INTERNAL LINKED

We phone the bank to confirm that their is no ***** on our credit card for a trip we booked overseas. The consultant send us a mail confirming that it is noted 'no *****' with a statement we can send to the resort were we going to stay with the payments showing. this morning the resort informed us the payment was declined. we looked like idiots!!!! Phoning all over at ABSA this afternoon now body can trace our reference number and they can't explain why the payment was blocked. We got 5 reference number after all our phone calls and nobody could give us any answer. This you don't expect from a Private bank Absa