Unpleasant experience / unhappy client

I had the worse experience with Ackermans . I have a loyal customer I have account with them, and I had a card Dispute where they did I card replacement without my knowledge . When I called now to do a follow-up on my account I was advised that my account was closed, and I needed to pay for everything on it and I will never have account with them .

I have been consistent with my payment ; I made a payment of R5000 to ensure I’m able to buy kids' clothes this winter. How can my account be closed while it was not my fault? I have never done a card replacement or updated my number