Bad service

Bad service - on the 10th of October I e-mailed a Termination/Cancellation request for my mother's Edgards account including a proof of payment for the service fee through to ********** Her reason for cancelling is the monthly service fee being charged on a R0.00 balance account (she is a pensioner). On Sunday 28 Oct (18 days after my 1st request) I received the first communication to inform me that they can't close the account due to an outstanding balance.......the outstanding balance being the new service fee because you took so long to get back to us after I requested for someone to contact my mom (which did not happen). Your SLA to get back to your Customer is 48hrs!

On the 28th of October I requested for the Customer service HOD to contact me......no surprise today is the 8th of Nov still no communication or call from anyone. So just a few facts: 1- You did not honour your SLA of 48hrs (twice) 2 - The mandate you received to add the service fee is not valid

My mom has been with you for years and this is the service she gets fo being one of your loyal customers?