Poor customer care!

Dear Edgars,

Why do you have a call center if they cant assist and resolve customer care issues?

It has been more than a week that we have been trying to get a resolution on a customer care issue..... Still no reply! Or no customer care consultant can assist us. They are all playing for time and dont know how to answer to ******* BILLING that Edgars did on my grandmother's account.

My gran closed her Edgars account 15 months ago in Festival mall and while in store phoned in to head office. The Festival Mall consultant confirmed on 10 September 2016 that my gran's account is closed and cut my gran's Edgars card up in store.

Now, 15 months later my gran is getting constant calls from Essential Services telling my gran that she owes financial services fees for the past 15 months on her edgars account.

Issue 1: How can you charge anything on a closed account? Issue 2: What are you charging for if My gran did not agree to any charges and havent been using the card at all and the account was closed? Issue 3: Why cant any of your customer care consultants assist and resolve this issue? Issue 4: More than a week ago you said the case will be referred to your accounts department, but my gran has yet had any feedback? Issue 5: If you try calling the customer care line, the line either drops, or the consultants dont know how to deal with the issues - so the customer care line is useless!

How can you make an error (if it is not an error, it is a ********** transaction/charge) and leave it up to your poor elderly customers to resolve ???

We have a reference number - so dont give us one again, it doesnt help - just resolve the issue that was reported ages ago!