Thieving Edgars!

We have attempted to FICA our account with Edgars at least four times and every single time our documentation simply goes into a cyber space black hole! We've had a credit on our account which we've never been able to spend because they won't issue us with a new card as the account is not FICA'd, we've also previously made requests for a refund with zero success. Recently my husband received a call advising that unless we use our credit within 1 week we will lose it!! Seriously who gives Edgars the right to simply take my money when they're at fault, that's theft! I want a refund!