Frustrating!!!!

Good day, I hope you can assist me I was under debt review more than a year ago my account was paid in full and I have a paid up letter stating that. I'm trying to build up a credit score again so I went into Woolworths today to get a new card as my account isn't closed yet I was told there is still a balance over due!!!!! HOW CAN I HAVE A PAID UP LETTER THEN?????? I was also told by the lady because I was under debt review more than a year back they can't help me with a new card is this the case? If anybody can assist me I'll appreciate that alot otherwise I'll just forget about Woolworths all together. Thank you.