There is no bank account linked to my id number....yet I receive statements on a monthly basis

I have lost my Absa bank card, so this afternoon being the 06.07.2020, I went to the Absa branch at Centurion mall to get a lost card replacement. The service I received was unprofessional, and shocking. I handed the customer service consultant assisting me my ID book and to my suprise I was advised that there is no account linked to my ID number... and that the last account I had with ABSA was in 2006. I was shocked , confused and tongue tied and honestly did not know what to say because I have been having this cheque account from early FEBRUARY this year and and this is where I save my money for emergencies . To make matters worse this consultant did not even explain to me or at leeast hear me out let alone stop the card instaead she said I needed to provide proof of residence

I am so devastated because I am sitting here with an ABSA cheque account yet I cant have a card replaced nor access to my funds because I according to this consultant there is no ABSA account linked to my id number currently yet she requested a proof of residence. I just want to close this account and move my savings to another bank institution. I havenever expericienced this kind of service anywhere else... This is absurd as I get a statement every month and I have life cover debit instruction going off on a monthly basis from theis account.

Its a pity that I did not get this ladys name but this is not the right manner to treat any client ...I resorted to calling the Absa COMPLAINTS number and the lady assisting me said they were offline therefor she coulld not log in a complaints request for me however she transferred me to to a different department where they were efficient and managed to stop the card but advised me to go to the nearest branch tomorrow to get a new card since it was already after their business operating hours

It is quite shocking how the Absa contact centre were able to find my account on the system with the same I number after they asked me a few security questions yet at the baranch I was told there is no account linked to my ID number