Unhappy customer cause of the rules that are not in their clause

We bought tracksuits at Springs Mall, I wanted to exchange the top only to find out that they don’t have a size, the other 2 ladies were busy hinting that they’ve received new stock but I guess they were lazy to open up for me fine, they told me to go to a different branch for an exchange I’m highly pregnant I won’t be driving around. I asked for a refund to buy something else in another store cause I wanted to wear the tracksuit on that day they told me to come back later they don’t have cash. I went back to the store after checking an alternative I’ll buy I was told they need a card number of the card that was used to pay we gave them they said it doesn’t correspond we were using a virtual card we obviously changed the card cause we were not aware that they might “want the card number”. I contacted their customer support the person that repp**** to my enquiry told me to call my bank and get my card number with what airtime? Her name is Mamokhethi Moshane. My question was; Why don’t they write it their return and refund clause that one will need a card number for refund? Why must I run up and down calling my bank for the card number for something that is not in their refund and return clause? After that s/he left my query hanging. Why must I use my airtime to call the bank for something that is not clearly stated in their clause? For that matter of giving us misleading information in their clause I won’t call my bank cause I don’t have airtime to call my bank but I want my refund if I’ve to take it further let it be.