Poor service

I settled the account on the 3rd October 2018. The was a over payment of R632. I went to total sport eastgate to collect the refund and close the account but I was told that they can not refund me because I paid the account online which doesn’t make sense as the could see the account on their system it was negative. Lindo from the store called their head office n I was told the same ****. I requested to be transferred to refund department then the lady decided to drop the phone call.