Cape Union Mart Writes off Credit money in my account!

Good afternoon

I have an existing account with Cape Union Mart. I have not used the card in a While, but I have overpaid the account meaning that I had an amount or R62.75 credit available.

I lost my card and went to the store to receive a new card. I received a new card and a fee of R57 was charged for my card.

I also made a Purchase of R699 on the card the same day.

When I received my November statement they did not transfer the R62.75 to my new card .

They also added service as well as VAT charges that I do not understand? How can vat be charged twice? The product already had VAT on the price as shown on the statement, now they add additional VAT?

I phoned the Help line:

Here is my reference number: 1 ********** 2 876

The consultant informed me that the amount of R62.75 was written off. How can this be done?

Without my consent. What if there was R900 in that account? Would I have lost almost R1000 then?

I have attached a September 2017 statement where the R62.75 is clearly shown and the an ONovember 2017 one where it does not show.

This is unacceptable.

Your urgent feedback will we required.