I qualify for an ABSA Rewards benefit with Fidelity ADT and after having followed the process on ABSA's website it seems nobody at Fidelity ADT knows anything about the benefit

I qualify for an ABSA Rewards benefit with Fidelity ADT and after having followed the process on ABSA's website it seems nobody at Fidelity ADT knows anything about the benefit. I raised the issue with ABSA and received an ******** response referring me to the process on their website. Does ABSA not employ people that can read?