Loss of credit due to Ackermans

I came to open my account again after 3 years not being in the country and I discovered that they have closed the account without any notification or any mail as to what has happened to the account , upon entering the store I called the customer care and was advised that the account was closed due to not using it and that they need to return some money to me that was overdue in the account but I can then in the store open the account again , one day later I phone customer care and was advised again that I need to wait 2-7 work days for the refund and once the refund is submitted and closed I can then only open a account which was not said to me by the consultants in the store or even the guy that open or help to open a account , so for 2 days I have been getting the wrong information. Not only did this cause my credit score to drop in a -1 but it has cause me so much hassle that I cannot get any where credit , this process is been a nightmare its costing me more money that actually a solution. because they owe me money closed my account and cause my credit score to drop.