Account Not Suspended / Deactivated

My morher Joyce Motsoeneng who is pensio er has an account with ADT and the account is in arrears. She soke to a consultant named Viola who promised that the account will be deactivated while she pays off the arrears. This morning I called Viola to follow up on the suspension / deactivation and all that I could get is attitude. She went on asking if she should give me banking details and when will I pay for my mother. I told her that is not the reason for my call as I nees to know when she will have the account deactivated as promised. She then told me it is not her responsibility to suspend it.

Please suspend the account while the arrears are being paid off