Unsatisfactory Service

Someone from Avios credit card called me in 2014 with an offer for a credit card. The whole onboarding was done telephonically and my account was opened with a card delivered. All the transactions with them was OK until I lost my card sometime in mid 2015. I requested a replacement card and since then, I have not been able to go onto online banking. I have been sent to go into an Absa branch and back to the online bankers because the branches claim they have nothing to do with Avios. I have been given a million reasons why I can no longer bank online. I am at a point of frustration now because there is no visibility on whats happening on this account. I want this account closed as I have lost confidence on who is in control between Avios, Absa and myself with this account. I asked the Avios team to close this account and they now claim nothing can be done telephonically?? When it was good enough to be opened telephonically! How ironic. This is a ploy to keep me in their books and I want out because I get better service from other banking institutions with only ONE phone call.