Truworths handover credit balance account

I was handed over by Truworths even though I went to them to explain that I had lost my job. However I still tried to settle my account. On the day I paid I had exceeded my daily limit, so was left with a small balance. I went back to the store the next day to settle the outstanding amount but the card machine was offline. I then had to go to the ATM to draw the cash. To my surprise when I got back to the store the teller told me my account was handed over and gave me contact details to sort it out. When I finally succeeded in getting a hold of someone I was once again very surprised to learn that I actually had a credit balance with Truworths and was assured that the matter would be resolved. Unfortunately for me many months of frustration, annoyance and wasted airtime later. I am still being harassed for an amount which the company actually owes to me! They are willing to transfer the credit amount which they acknowledge they owe me, to me Identity account but still insist I need to pay the amount which I was handed over for, which is one and the same thing! How utterly ridiculous can this company be???