Unsatisfactory Customer Care

I had an arrangement with ARA to pay R430.00 by 31/5/18 and paid R10.00 short and was called on Monday, 04/6/18, and it was paid. I asked for a Settlement letter and had to wait for 24 – 48 hours for the letter. The account was settled on 07/6/18 with the amount of R13 849.93. I called the Customer Care in Cape Town on Friday 08/6/18 for an “Account Closure Letter” and was told that there’s a credit for R223.01 due to me and that the account cannot be closed before I get the refund from any of their TFG stores.

I called the Customer Care in CPT and spoke to Lucrecia on Monday 11/6/18, Donna Claire Johannesburg CBD tried to assist, they send me to Foshini, where I was told by a teller to buy something for that amount, I refused. On Tuesday 12/6/18 I called the Customer Care CPT again and spoke to Zaida and said that I must get a refund, I then went to Foshini in Southgate, where I waited for almost 2 hours for assistance, apparently their system crashed on Monday night and was then sent to Donna Claire where Happy tried to assist me, the Customer Care Department DID NOT answer the phone. On Wednesday 13/6/18 I called Cusomer Care CPT again and the person who assisted me called Donna Claire JHB CBD to assist me, when I went there after work, the system showed R0.00 due to me, again when I called Customer Care CPT on Thursday, 14/6/19 I was told that the R223.01 was for a phone call and an sms. What I fail to understand is, WHY DO YOU SAY THERE’S A CREDIT AND 3 DAYS LATER THERE’S NOTHING?

Is this the way you treat all you loyal customers?