Ackermans

So on Sunday the 09 August 2020, I settled the balance for my mother in law ackermans account. I asked if that is the only amount due and they agreed. I asked if they can close the account at the store and I was told that I will need to call. My mother called client services and she was told there is a balance amount of 100plus that she will need to pay. When she asked what is that for was told that is for insurance. Why was I guaranteed that there will be no more money added and then boom they add it and expect payment. The consultant was also rude that she promised to call my mother back but didn't do that. I need ackermans to close that account immediately or I am taking this to the consumer protection or ombudsmen