Edgars not closing accounts after settlement paid

I would like to file a complaint against Edgars. They have been *********, very ************ in this matter. My mom has been with Edgars for years. A loyal customer and always made payments on time and had good credit with them. She is a 69-year-old pensioner and rely on her pension to live and take care of her daily needs. While many people were running away from paying their debt during covid-19 and lockdown in 2020, she made sure that her debt would be paid, and that she would be in the clear, especially because there were rumours of Edgars being liquidated.

She therefore requested a settlement letter 19th April 2020; Edgar’s customer service only came back 10th June with bank details and advised that Edgars owed her R152 as well. She used her savings to pay a total of R11531.00 to settle her outstanding debt in 2 payments one after each other at the time of lockdown (R4700.00 on 02 May 2020) and (R6831.00 on 08 May 2020). She did not get anything to acknowledge payment. After a year Edgars calls to say she ows over R1600 for a certain membership of magazines or some service fee which she is unaware off. This took her by surprise. After a whole year and having closed her account, she gets such a call. Why does she owe this amount of money, why was her account not closed when she paid it? Where is the R152 that she was advised is due to her? These are questions that we would like to know. No one sent her any communication or magazine for this mysterious subscription they say she has with Edgars and if the account is closed then everything listed under that account should be closed. On 03 August 2021 she went into the store to query this matter and was was told that her account was handed over to lawyers for some subscription. From her knowledge she does not have an account with Edgars as it was closed this account in 2020.

I feel that Edgars has been very sneaky and are *****ing her. They are playing games on innocent customers and are not very transparent with their dealings. These are elderly people we are talking about here and need to be assisted. My mom won't pay for this amount because she has no idea where it's coming from, and she never received any communication for it nor has she received any benefits that go with it. This is ***** from the way I see it and she cannot be held responsible. She did her part by paying her debt and Edgars should do their part to close it. This is very unprofessional and underhanded to ask money from clients this way after a debt has been settled, not to mention to have lawyers harassing an elderly lady like this.

I request this be rectified and a paid-up letter be sent to my mom and for Edgars and their lawyers to stop bothering my mom. She is too old to deal with this type of nonsense.