Unfair treatment

I got an sms from Edcon saying i took an account with them and used a credit of R9499 in one of their stores. It continued to say if i did not take those i must call ********** 446. It was on Saturday 29 September 2018. The account was opened on the 27 September 2018 in Cape Town Canal Walk, im in Johannesburg. I immediately called the number. I spoke to a lady by the name of Tsholo who was no help at all. She said to me she will call the store anf and send me a dispute form. I asked by when she kept repeating herself. I called on the 4 October and spoke to Nakedi who told me i must get am affidavit and a certified copy of my ID to edgars store and they will give me a dispute form. My question is why was i not told about this by Tsholo. She gave me such an attitude when i spoke to her again.