RCS shocking behaviour

I received a call telling me about an outstanding balance on my Game store card (R118 + a few cents) i tell the lady on the phone i want to settle the account and close it to avoid further charges and she says then the full settlement amount is R167 + few cents, that I should go to a store, pay that amount and say to close and they'll do the rest. I'm at the store and now told i must pay R188 + a few cents, the increased abamount is for a fee that was not explained or mentioned at all this morning. I don't have the extra amount and will not pay for something that I was never informed about in the first place.