No assistance available

I recently app**** for an ABSA credit card online. After returning to the branch for a second time, and after an hour's wait in the queue, I was informed that my municipal account is not a valid proof of address. This morning I tried to contact the card division to cancel the account, but there is no option to speak to a consultant that doesn't require your 16-digit card number, which I obviously can't give due to not being able to collect my card. Upon asking a general inquiries agent why they are the only institution that won't accept my municipal account, I was informed that ABSA is judged more strictly by FICA than any other financial institution. I just want to cancel my unused account, but I can't find anyone that is able to assist