Unresponsive card department and poor service

I have been trying to close my credit card with ABSA and this is proving to be an impossible task. I have paid what I need to pay and I was told to call the card division so they can close the card but this division does not answer the phone. I have on the line listening to music for more than 30 minutes. When I choose a different option the staff just say it's the wrong department and end up hanging up the phone on me. When I called this same "wrong department" they were able to give me the outstanding balance but now that I want to close they say it's wrong department.

Why is ABSA making it so difficult when one wants to close their credit? I need this matter sorted out.