Poor service, breaking 'promises' and lack of utilising electronic technology.

Early Oct 2020 I closed a (R14 000) savings account with the express advice from the ABSA Customer Service lady that the money would be transferred automatically to my other account 32 days later, as required for the closed account. We received no further communication about this, only statements of all other accounts via email. On 16 Nov I asked ABSA why the transfer had not taken place, when they answered that I should have come to the bank to transfer the money (which I can do for all other accounts via the ABSA app and internet access, but since early 2020 no longer allowed for this account, with no reason ABSA can give me!) ABSA forced me to once again 'close' the account, and once again can not explain why I can not see this account via the ABSA app, yet all other accounts are functional on the app. As all transactions and interaction I experience at the ABSA branch can be done electronically, why does ABSA a. force us to visit the bank in person, especially during the Corona virus pandemic?; and b. why does ABSA not honour its promises of automatic transfer, without further communication?