bad service

my account is paid in full and i have miss calculated and paid more, last week tueday i went to a game store since i wanted to make a purchase, i was very surprised when the lady at the till told me that my card has declined, she told me to call RCS so that they could uplift the block. i did as i was told only to find our that no one picked up the call. to cut the story short i managed to get hold of them the next day and i was told to send my payslip and ID, i did as i was told. two day later when i called i was told to send two more payslips and i have to wait for the SMS, as usually i did as i was told, it is has been a week later nothing has happen, i request RCS to uplift the block immediately or give me the refund on my over payment and we part ways