difficulty closing accounts

hi My mum took out a bank account in December 2023. 1. I told the consultant that she intended on using the vitality benefits to get discounted flights to India. He advised that we should us a specific account type which allows for those discounts. once we activated the account we called the travel desk and they said that we needed to purchase the tickets much earlier in advance. 2. Mum called discovery and decided that she did not want to accept the credit card which was yet to be delivered. The person assisted said that we would receive an email which had an outstanding balance to be paid. the sales agent stated that we needed to move out the miles to cancel the account. This amounted to R850, a better way to do this would have been to leave the R850 in the account and refund the amount net of charges after the account is closed. This email ended up in my spam account. I am pretty sure that I asked to be called when the email would be sent. The closure process is not fair as it takes 8 working days for them to process it and you have limited time to make the payment. i.e. you need to monitor your account.

Mum kept on calling in to cancel the account and agents told her that she does not need to worry and the amount would be refunded and account closed. today we tried calling but the agents phone dropped at 4pm when team closes.