Credit balance went awol

Good day, Im really disappointed in ackermans. In March i went to the store to buy winter essentials for my daughter only to get embarrassed at the till that i have a 0.00 balance on my account. i was shocked because according to my knowledge i must have R1500 balance, We then called the head office with no assistance at all i was told that i have two policies on my account which i don't know anything about. So the guy at head office also did not assist me. I was told to write an email which i did several times since march and to date i still haven't received any response from ackermans to resolve my complaint. i requested for a detailed statement and all i get is an SMS to inform me that my account has been handed over to they debt collectors. I wont pay until i know what happened to my money