Incorrect and incomplete details given

On Tuesday I received a call with regards to my absa life policy. I was asked if i received the letter that was sent regarding the policy and i advised that I am still waiting for it.. The lady then advised that all I need to do is confirm details about my account and the money would be transfered immediately.I was asked to do a security check and I declined as I preferred to go to the branch or direct to the offices. I got to the offices and was told I could not speak to anyone from Absa Life directly as per the consultant Thabisile. How can Absa refuse to give personal assistance when a client insists on clarity. I went all the way to be assisted just to give an account number telephonically. No one has confirmed the amount and how long this process will take. All I know Suzie from retentions is dealing with this. I am unhappy with this service and the contradictory information I was given about forwarding , a letter, an ID copy and bank statement. I have been with the bank for over thirty years. I deserve better and if I need answers personally I deserve that. I expect I will be called with all the necessary answers I needed answered yesterday Immediately today.