Bealls Credit Card Comenity review: Credit card

On September 19th I made a payment over the phone on my Bealls credit card. I also called for the 4th time for my credit card which I never received. I was making payments either in the store or calling since I did not even have an account number or could set up an online account. In store or phone I used my ss# to access account. On Sept 19th I used my debit card to make an appt. On Nov 4 I finally received a bill, still no card, which indicated my payment on the 19th was returned. I used a debit card so if information was given wrong it would not have gone through. I called 2x only to be told that it would only be returned for insufficient funds but my account had over $10k in it. I also made an additional payment on Oct 11th but they said my account was on hold. I am getting no where talking to their very rude incompetent cs department. I have no account number but last 4 digits, account paid in full but they said it would be reported to credit bureau. I still have no card and was treated so poorly and they refused to investigate why payment was returned. BTW my bank has no record they even tried to present a payment during that timeframe and yet I was charged a late fee. Can you help?