Lewis stores.........

I did a settlement request from Lewis stores. They showed me that my settlement is R28 866.80. My account was in credit of R3 706.83. When I asked if the amount that I'm in credit with will be deducted from the settlement they said no. I must pay the settlement amount they showed me. When I asked what about the amount I'm in credit I was just told, sorry that is how Lewis is working. My question is now.....the money that I'm in credit, where is it going then?????