Pathetic service from Absa

I've just experienced the worst customer service imaginable. I emailed Absa customer care for several days to query some bank charges, but my emails were not responded to. I then complained about this via the app and I provided all the details of the issue. A day later someone from Absa called me, and they asked me to explain the issue. I found it strange that they were asking me to explain something I had already explained in writing. However, I repeated the explanation. Thereafter, the person asked for my ID number so that they could verify who I was. I explained that I was uncomfortable with this, and I would give them my date of birth. The person said that they couldn't assist, as they needed my ID number. I then said I was uncomfortable to do that, and they can contact me via the app or email, since my details were available through those channels. A few hours later, I got an email from Absa Complaints Resolution stating that my case had been closed because I had been un-cooperative and had terminated the call with the agent. That's ridiculous because: 1. I did not terminate the call. I expressed that I was uncomfortable with someone calling me and then asking for my personal details. 2. I did express that the person could contact me via email or the app. 3. The call was hopefully recorded and it's unfortunate that the person decided to lie about me. 4. I initiated the complaint via the app, so why not respond that way? What's the point of calling me, and then asking for my ID number to verify me? Why not respond via the channel that I initially communicated through?

This is pathetic service from Absa and I will be closing the account shortly.