Money taken yet no order placed.

Over a year ago I wasn’t working so @home decided to put a unemployment block on my account , a few months thereafter I got a job but just continued paying them off without informing them of my new employment. They have however been charging me service fees I think even though I have paid them off so yesterday I made the R130 which was apparently overdue on my account . After making this payment my account was officially up to date (although it has been for months) so they made credit of R1640 available to buy online , i than decided to use this credit To place an online order (p*** )that cost R3699 which meant I had to top up with R2059. The money went off my account but there seemed to be an authorization issue on the store credit account . I decided to call the online customer store whom advices me to take a 3 months bank statement proving my salary and ID into an @home store for them to lift the ban . O went to @home centurion where the customer service agent (Katlego tried his best to help me just for the head office guys to tell us that the lift cannot be lifted until level 1. Which I don’t understand why this was not communicated to me when I called . This whole exercise was a complete waste of my time especially cos now money was taken from my account which I don’t know when it will be reversed especially cos the item I had placed was actually for a birthday gift this coming weekend. This has caused much inconvenience and @hone doesn’t seem to help .