***** and ****

I had a woolworths credit card for few years, this year I decided to close it due to their high interest, after I settled the outstanding amount on the 21st February 2024, I requested closure, however, I was told that I have overpaid the account they will refund me first then close it. After receiving the refund I reported to them, to my surprise they told me that there's an outstanding amount I owe to them that I should pay before they close the account. How do they refund me if I still owe them? The balance I paid I got it from them, on that day, I guess it was the 1st March 2024, I spoke to someone from woolworths who could pick it up that I'm being ****med, she promised that her boss will attend to the matter & close it, I was relieved. I didn't not receive any messages from woolworths since then but to my surprise, yesterday the 17th March 2024 I received a sms from woolworths stating that I still owe them, but how and why?