Jet Pavillion - Attitude from staff

I had purchased a shoe on 23/06/2019 from Jet stores in Phoenix Plaza. I went to the store on 13/07/2019 to do a return on the shoe as the inside of the shoe, the material was coming out of the sole. My Edgars account had a dispute so I blocked the account. I couldn't do the exchange at that specific date due to my account being blocked. The guy did say that he can give me a gift card as an alternative or I could come back to the store once the dispute was sorted and I explained that I only have 30 days in which to exchange the item. He said that I can mention the dispute and it will be checked on the system and they would gladly assist me. My account only got sorted out last week Tuesday. I did go to the Jet store today to do the exchange. I was in the queue and there was a black lady who was busy on her phone and had to be called by one of her colleagues to tell her that there is a customer in front of her. She told him something in Zulu and I went and explained my story. She said the shoe cannot be exchanged because it was used. I am not denying that it was not used. I also tried explaining to her that there was a dispute on my account hence me coming to do the exchange for the second time. She was not very cooperative. Must I as a customer be inconvinienced by one store because of a dispute on my account. All I want is the shoe to either be replaced for another shoe of the same size or a refund if there is no stock. The way the Edcon group treats customers is really pathetic. Makes me want to pay whatever is outstanding on my account and close the account completely if this is what we have to go through