Old Credit Card - Payout due

On 10 Aug I got a call form my mother in law. They told me they received a letter from Absa Addressed to me to my previuos address. Since I ma not at that adrress for the past 6 six years, they opened it. They told me to contact Absa regarding a refund n my credit card due to me. The gave me the card details and contact number and through the letter away. I called Absa on 11 Aug regarding the letter. I was informed the name and initials are correct, but my id number did not correspond to whath they have. I told them that I had a credit with Absa and even told them where and when I opened it. They asked me to go to the nearest Absa branch with my ID and proof of address. The lady at the branch took in my details and submitted to as what she called \Ops Department"who will ammend my details. I called card again and still the issue not resolved. Rozetta even said I only care about the refund although it is not mine. They now request the letter. I asked them to post it again as it is thrown away. No letter no refund"