Bad and No serivce

I have been assisting my home caregiver with her account. There was a funeral policy added to her account. To get it cancelled was rather a struggle. To get feedback or contact anybody in the departments is also a struggle. According to the call centre, the policy was cancelled in August 2022. She has been requesting a statement of account to see what is on her account and make sure that it is not being charged. Since October 2022, every month when she phoned to ask when she is going to make payment, she askes them for a statement and to email it. Each time she provided them with an email address. Don't bother contacting Customer services as they do not assist and refer you to the Tenacity which handles the account. We have emailed them asking for statements. Don't phone, they don't answer. And so the battle continues. Every month they phone asking for payment, every time she asks for a statement. They told her to get it in Store. The stores do not provide a detailed statement and can also not tell you what is on the account. The give a till slip with balance outstanding and amount due. I do believe she has every right to a detailed statement of account, as other stores provide. To this very day still no statement has been received! But the department that handles Ackermans accounts has now being sending emails since 12 May 2023 every second day, threatening legal action if she does not pay. We rep**** to these emails informing them of what has being going on and asking for statements, even these emails do not get rep**** to. Only another email of demand and threat for legal action. Her requests are just being ignored! We have even threatened to go to the Consumer Act board. Maybe we should just proceed. I do find this situation very disgusting and feel that the lady that works for me is being taken advantage of and she has every right to be able to see and understand what is going on on her account. How does one not then know that ***** is being committed on her account? How does she get to query and error on her account? A statement of account should be sent to her mode of communication as requested.