RCS/Game refuses to close my account

I closed my account on the 14th of August 2020 and called RCS to request for a settlement amount and was told that there was no settlement amount since my account was on R0 balance. To my suprise I keep getting calls that my account is in arrears because of an amount of R500 that was reversed on my account on the 1st of August.

I have no idea why that amount was reversed or where it went, I have sent my bank statements but still I am not assisted. How do I proceed further?? Or maybe I should take it up with the Ombudsman