Theft from loyal customers

I paid my account in store at Mall@Carnival on the 9th September 2020. When I called RCS to close my account I spoke to a manager named Craig that indicated there was a system glitch where payments reflected as purchases. They indicated it would take 2 weeks to resolve. Today I come into store here at Edgar's Mall@Carnival aside from the really **** service they cannot assist because now I more than even paid. They indicate they cannot assist without me paying. The person that took the payment on the 9th was Vusi.