Totalsports wont let me close my account and give me back my money

I have had an account with them and was ready to close it. They refused to close it because I paid my account via EFT and they wanted a physical proof of payment. This was because I had overpaid my account. I sat for 2 hours as they said they would send it to my account. 3 months later, nothing.

I instead opted to purchase something with the overpaid amount. Now I had to call them to confirm my details and stuff. Now they refused me to use the discount and say I must send my bank statement and proof of residence and I must do it in store. What a waste of my time because this entire process took almost 3 hours. I am highly disappointed.