RCS/Edgars?Edcon is a mess...

I have a huge issue with the Edcon/Edgars/RCS group that I need to address and hope others will follow suit. They are testing my patience and that of my 82-year-old mother, so I am writing this on her behalf. My mother has an account with Edgars for the last 30 or more years and due to the closing of our closest branch, she now wants to close her account. The last time she bought anything on her account was the last quarter of 2019. So I have been paying her account diligently and for some reason it just does not get less? She never got any notifications again of the instalment nor statements via mail. She did get sms messages telling her the account is in arrears, which upsets her tremendously, but that was it. My mother is hard hearing and even with her hearing aid, she battles to hear the person calling on the other side, being it a landline or cell phone. Some of the consultants has a way of mumbling and speaking very soft. I have been trying to communicate with them on her behalf via phone and e-mail with no success, because I need them to send me all her statement to my e-mail address seeing that she does not have one. The last time she spoke to a consultant was Saturday 5 June and after making it clear that she wants them to make me her contact person and power of attorney, on record, and asking them to e-mail her statements to me, I still have not received anything. I have paid close to R2000 in the last twelve months, if not more, but her account balance is still almost R1400 after it was R1400 more than a year ago? I also found out that they are deducting an amount of R56 for Edgars Club Life, which seems to be a type of policy. This is beside the admin fee. I am trying to establish when she agreed to pay for this policy but to phone Hollard or the new administrators IUA is an impossible mission. Something is very suspicious. She only receives an older person’s grant and is retired, so every cent she can save is a bonus. I need someone to come forward and help me resolve this completely unpleasant issue