From pillar to post for a simple query...How difficult can it be.

I mad a call to ABSA to enquire about a payment that was made to me (which is made on a monthly basis) and for some or other reason has a hold on it. The first call revealed that it apparently had a hold on it as it has been flagged as a ***** department. Phoned the ***** department, they could not help the first time around. Phone another time, the gentleman was also not sure but advised to phone the ***** department (gave me the exact number I dialed just to dial it again.) How many calls do I have to make to get a query resolved. Why is it so difficult? You should be able to determine why the amount has not been cleared? Is it that difficult ABSA. You charge exorbitant monthly fees and you cant get the basics right in terms of providing banking services. I ask again, how difficult can it be??