request for account closure and 2 months later still nothing

My wife went to the Clearwater store at the end of September to close het Edgars account as there was fees of R30 per month being debited to her account even though the account is paid in full and no balance outstanding. The person at the Clearwater branch phoned the head office and my wife requested for the account to be closed. The person confirmed it would be done within 24-48 hours; we also requested for a closure conformation via email that was never received; till today, the account is not closed, the R30 is still being debited and now she gets SMS's telling her to settle her account as it is overdue; why must there be fees be debited on a paid up account and why is the account not closed. Poor service and no one takes accountability; is this a way for Edgars to try and make money due to a drop in sales? I need conformation that the account will be closed and these "admin fees" to be written back