TFG Online service

I bought 3 items online with my credit card, received 2 items and one was cancelled with informing me what was the reason. I then returned one item from the 2 I had received after I was running around trying to exchange the size in Newtown Junction where they kept on telling me that they are offline and I must come back the next day. They ended up informing me that the item is now on its original price and in order to exchange it I need to pay the difference. I then requested a "return" online, instead of them transferring the money back to my credit card, they decided to put a credit note on my Foschini account and never bothered to inform me. I called several times and they have been transferring my call from customer service to collection and to online department. I have been now requested to send them my ID copy, bank statement and a picture of my credit card, which is rather absurd and shows incompetence. It seems like they do not take into consideration that obtaining a bank statement comes with costs and time consuming.