I'm not sure I trust their numbers. Has your pool been exposed to sunlight at all (this time of year the sun is lower in the sky and it may be cloudy where you are)? Also, what is your CYA level? If it's really high then yes, it is possible to not breakdown the combined chlorine very quickly because with high CYA your disinfecting chlorine level will be low so the rate of breaking down the combined chlorine will get slowed down proportionately.
See if you can get a good test kit, such as Ben's or the Taylor K-2006. You can then know more than your pool store.
Worst case, if you can't get rid of the CC through normal means (high FC chlorine shocking and sunlight) you can use a non-chlorine shock (potassium monopersulfate, KPMS), but that's an expensive last resort and I don't think it's needed in this case. Also, using KPMS will register as CC for at least a couple of days (though there's another expensive Taylor reagent that will remove the KPMS interference on the CC test).
Richard
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