VVM incompetency

I was intsucted by a client service rep from Mr Price to go to the branch to get my gift card of 353.18 since my account is overpaid. This was after I received a closed case file from VVM attorney that my account is closed on their side. I sent this letter to Mr Price. When I got to the branch, this lady was instructed by the manager to help me. After being on the phone with their client services for about 15 minutes, she told me that I should contact VVM attorneys. Despite me showing her the letter from VVM and an email from Mr Price to come to them for assistance, she was not keen to help me. All I want is my money, I no longer want anything to do with them.