Standard Bank - Bad service and treating pensioner unfair!

Good afternoon all, after a total of 17 emails i finally found someone at Standard Bank Bluebean Card division to assist with helping my elderly mother with a card enquiry.

Her credit card expired in 2017 already and she has been struggling to pay off her credit card debt, but has done so with only a balance of +- R600 left. Standard bank has been deducting the monthly debit order with absolutely no correspondence to her or indication when this will be paid in full.

After a huge struggle and lots of calls, time , effort on my part i finally got someone to phone her. As she has not received ANY CORRESPONDENCE these last few years she requested a statement to check if all her payments have been allocated and/or if she was charged for a new card etc, which she did not receive!

Can you believe that Standard Bank charged her R250 for these statements! The audacity! After they from their side did not send any correspondence and after all the time we spent to CONTACT THEM FOR A BALANCE! this is absolutely ridiculous and inhuman to treat a 75 year old pensioner like this after they did not send out statements etc. She upheld her end of the arrangement and paid her monthly installments as promised. The least they could do was supply the statements they were supposed to at no cost?!

The statements also reflected monthly admin charges etc for +-R 85. Surely they have made enough money from her to send her her requested once off statement for free!!

Really, would that have not been the right thing to do.