No communication at all no help nothing

I was very happy with your service until I had an issue with uncleared amounts. I tried calling the help line but none of the auto prompts put me in the right place and it is impossible to talk to a human. So I went to my local branch where a very nice lady advised that I am correct they should adjust my available balance and I can email ***. I received a ref number C 590...... But that's it.. no further communication.. after repeated emails even to the app support address and still nothing.. it's as if the place has no staff to process emails? Either that or Absa wants to ***** my money?