Credit dispute

I went directly to Lewis Stores in Knysna to enquire about my credit. When I got there I was told that there is no credit, but when I insisted that I do have a credit, I was then informed that a debit journal was created by Head Office. The manager then informed met that he will look into the matter and then bring the money through to Sedgefield. I have been waiting for this money since December of 2020. I have phoned them on numerous occasions regarding this money, but to date I have not received the credit back. I was even offered a gift which also I have not received.