Poor service from ABSA

From the day I took this account I received the worst service. Gave Absa the benefit of the doubt and accepted their apology and now a few months later back to square one. All I want to understand is a charge on my account and the call center can't answer me. So I got frustrated and went straight to the branch my word little did I know they call the same call center who can't answer them. now where must a person get answers from.