dissatisfied customer,blocking my account

Hi just wanted to report an incident that took place at edgars the glen mall over the weekend,my bag was ****** with all my belongings in it including my cellphone,despite having 360 rotating cameras the security could not pick up anything with their surveillance, I lodged a complaint the next day at the booysens police station while lodging my complaint I get a call from edgars saying that they have recovered my bag but unfortunately my cash and cellphone was missing,I went to fetch my bag the same day and wanted to purchase a few items on my account but my card declined in spite of the fact I have paid my account in full,they referred me to customer service were they could not do anything to help they were jus going from pillar to post calling their head office,after such a devastating incident I still had the patience to wait over an hour and when they finally got hold of someone that could help I was informed that my account was handed over to legal department without me being notified at all anyways it was a mistake on their side but yet they were not willing to compromise and reopen my account immediately, apparently I ws told I need to be patient until the 19th worst service