I am struggling to close Mr Price account because they are telling me I have an outstanding balance which don't understand where it comes from

I am struggling to close Mr Price account because they are telling me I have an outstanding balance which don't understand where it comes from. I went to the store to pay all the outstanding balance and was told I cannot pay and close the account same day but have to come back the next day. I told the lady I cannot come back to the store but rather will send an email. Next day I sent an email and was told I must still pay R500 and something. Mind you on the slip and app the outstanding balance is R0.