Unfriendly receptionist at Head Office, I just needed help

I am very disappointed and frustrated. I phoned Avis to ask about the authorisation hold on my cheque account. Deleen kept talking over me and at a point got upset and insistent however she was not listening to what I was saying. She just kept repeating herself over and over. I was not asking to be transferred and she was not helpful to me. I do understand how an authorisation hold works, please don't explain the whole process again. Can you please release this authorisation hold so that my bank can release the funds? FNB tell me that they can do nothing until you the retailer have made the request from your side.