Long Outstanding Enquiry

I visited a Jet store and purchased a school shirt for my son (R45.98). I paid cash and while paying the store had a power failure and incorrectly processed this transaction on my Edgars account too. When I received my statement and noticed the error, I immediately notified their accounts team. I have since corresponded with Edgars call centre on numerous occasions - all occasions resulted in frustrating, bad service. On one occasion I called the call centre after 8am in the morning and was consistently cut off. I sent an email that I never received a response for. I have now paid the balance owing on my account, due to this bad service, and wish to close the account. I have just been advised by the call centre that I need to visit the store and complete a dispute form. When I requested the dispute form to be sent to me, they advised that as the call centre they cannot assist me. I am surprised and frustrated that after receiving such poor service and after being a good paying customer for all this time, they are not able to assist me with a R46 transaction!! I, the customer, am required to complete the admin required (at the store) to close the account?