ACCOUNT CLOSURE

I have not used my Cape Union card in awhile and asked RCS to close my account. I have paid up my account and have statement to prove. On contacting RCS they agreed that there is a refund due to me and i should send them documents. I recieve a call a week later to say that i am owing them money . I havent used that card and was amazed that i am suddenly now in debt. An investigation in this matter was to take place and the consultant promised to call me back. It is now 3 weeks and still no reply, no reply to my emails and when i call i get put on hold and then cut off. How is it possible to have a refund owed to you and then be in debt,I find this highly unfair, unprofessional and dishonourable from a huge company like RCS. I want this issue to be resolved ASAP and all my acount closed. I should be reimbursed for all this inconvenience.