Settlement Nightmare

On Tuesday, 8 May, I made a settlement payment on my Game account. The settlement amount was given to me on 8 May by a call centre agent and the payment was made on the very same day. The following day I called RCS to advise why there was a credit on my account when I paid the exact amount that was given to me by the agent. I was then told to send a copy of my ID as well as proof of payment to the refunds department - which I did. I received no communication from RCS wrt the refund but I assumed it would take 5 or so working days. Today, 11 May, I checked my balance on the Game app only to see that I’m now owing R33???? For what??? RCS owed me R500+ two days ago! How do I owe RCS R33 now?? Where is my refund?! I haven’t had a single pleasant experience with RCS. It is easily the worst credit provider.