No assistance

Very disappointed that I was not assisted with regards to an amount that went off my account. I contacted the call centre and first spoke to Lebo in ***** (completed validation and informed me that the amount is with the credit card Team) who then transferred me to the credit card division (unfortunately I could not get the agent's name). Going through the same security questions before however a question regarding how I pay my credit card was now failed and I was told that I cant be assisted, I need to go to a branch for assistance. Surely you could see I passed your validation on the previous call. I have tested positive for COVID so I cant just up and go to your branch to be assisted. The agent even asks me "anything else" at the end, how do you want to assist me with anything else if I wasn't assisted with my initial query?