Terrible Service received from Homechoice

I have received the worst treatment from Home choice. I have ordered Item description Item # QTY Terms Cash Price Facility Account Fee Handling Fee Delivery Fee Finance Charges Sub Total Harmony 10-piece deluxe duvet set 802400 1 3 x R893.16 R999.00 R114.89 R0.00 R103.40 R0.00 R1217.29

on the 7th of February and it was approved however when i called to find out about my order they said they dont know anything about it. On the Website itself it kept on saying order been processed. I dont understand why they gave me credit of R21000 if it wont apply when i need to buy. all the requested documents were sent as well.