Bad customer service!!!!

I don't know what to do anymore. A query was logged by my mother in connection with a double payment in August. Well, she followed procedure and forwarded all the documents requested by Chris Maluleke. His response on 21/09/2018 was that everything was send to the relevent department for processing. On 17/10/2018 after sending a email myself and saying I will log a complaint if no feedback is received within 48hours, an apology email was send. Then, on 20/10/2018 a email gets send requesting another set of documents, different from the 1st set - this was requested by Nhlanhla Makhaula. I informed her that nobody requested these documents previously, either by email of telephone as she is stating that the documents requested were still outstanding. Now the documents was sent to them 22/10/2018 after this new request. Today is the 25th of October and still no one has contacted us by email or phoned my mother about this query. I am going to the comsumer ombudsman as well. Your customer service is not up to scratch and with service like this Edgars will be closing their doors sooner or later. P.S. The money was required as deposit for a frail care centre but that is not your problem, is it? No, you only worry if client's do not make payment but when an honest mistake was made like a double payment being made it is a hell of a struggle to get it back - and after paying twice end of August, she still made payment end of September. But if she fails to pay this month you will call her and threaten to close the account! I say to hell with Edgars - I know I will be closing my account and going to Woolworths in the near future.