Does this department even exist

the residual amount for my car finance is due which I understand Absa is refusing to refinance the amount on the grounds that they for some reason do not recognize my marriage type that alone I feel is a ****** statement in this day and age in South Africa to not recognize a customary marriage ,however that is not the reason for my complaint a consultant Joey from the refinancing department assured me on the 25th Feb that I will be contacted by the restructuring department to make alternative arraignments to pay this sum off I understand this process as that is what should follow as stipulated by the NCR ,it is over a month later now and still no one has contacted me every time I call the action line I am being transferred all over the place and being given millions of other numbers to call and now suddenly some man was sent to harass my parents over the weekend with a letter of demand from Absa I have continued to pay my installment amount this whole time even though the restructuring department it seems is choosing not to contact me Absa please let me know if you going to deal with this complaint or do I need to lodge it directly with the NCR