Aftersales service query results in account closed

I bought a TV in December 2014 and returned it within a month of purchase with complaint about lines on screen and dead pixels. Esquire had the tv for more than a month before returning it in exactly the same state. I since then have been battling with the service department on having the TV fixed or replaced and eventually after my insistence on the onsite warranty that came with the TV, somebody came and looked at it other than esquire and confirmed that my complaints were valid and that the TV should be swapped out. I then took it up with CPT branch manager and took the TV in to them in March this year. I've had to follow up with management on the progress of my credit / replacement and only today the credit was approved 14 April 2016, but there would be a charge of 10% handling fee for the credit. I queried this as I did not break the TV, I did not take more than a year to replace something that should have been replaced within the first Month, but they did. Since then i Called Richard Watters and had a conversation with him about my issue and he basically said i will get full refund and that I can no longer buy from Esquire and my account will be closed.