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Club Factory — about pay freeze

I ordered something first, since it was not my correct size, i returned it.
Then i got my refund balance.
Now i want to order the same thing of my size
But suddenly it shows 0 balance and pay freeze
But i want my balance back if i want to order something. This very bad experience of mine with club factory. I had a good opinion on cf.

about pay freeze
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    Customer satisfaction rating
    21%
    Complaints
    5439
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    1150
    Club Factory Phone
    +86 571 8689 1965
    +86 185 5739 6868
    Club Factory Address
    478 Wensan Road, Zhejiang, Hangzhou, China - 310000