Poor customer service

To Whom it May Concern,

I recently received a phone call advising me that my account had been overpaid and that I either need to have the amount refunded to me or I need to use the credit. I then went to the local Edgars store and got told I can't use the credit because there is a FICA block on my account which I then submitted the necessary documents. I then received another phone from Edgars saying that I need to use the credit, I explained to the lady what the situation was, the lady advise me to go to the store and get the store to call the finance department in order for the block to be lifted. I did exactly that, the lady at the store called on my behalf, then she was told a different story, she was told I now need to submit 3 months bank statements before the block can be lifted. Please could someone advise me of the correct procedure because the staff have different stories each time. I would appreciate if someone would get back to me regarding the matter.