Poor service from Thabiso Mnguni at ABSA

I would like to report poor service from Thabiso Mnguni (Investment Support Consultant: Customer Engagement). I have a call open since November 2018. The request is to cancel my Unit Trust I have with Absa, I was however advised that my physical address should be updated before the request can be processed. I sent through various proof of residential address in different formats as requested by the Advisor. The Advisor keeps telling me it is easier to go to a branch. There is also no regular communication or feedback from Thabiso.