Ref *** Account handed over to Debt Collectors for R 40 Bal ??

I have been a customer at ww for 30 yrs. Never missed a payment. I have not purchased anything for the last 12 months in lockdown therefore have a zero balance. Went in store to purchase some items on sale. My card declined. Was told my account was handed over to debt collectors with a R 40 balance which has accrued for card insurance costs which I never received a statement for. I lodged a complaint 5 days ago, paid the R 50 and have still not received a word from them. Acct is still blocked. They cannot tell me when anyone will get back to me ?? Surely you would not treat a top client this way ?