Terrible service

On 13/12/2018, my mum went into the Galleria branch because she was being charged for an insurance service which she had never requested or signed for. The staff at the customer service department are by far the most *********** people that I have had the misfortune of dealing with. Firstly we were assisted by Alicia who was constantly answering phone calls while we were still IN FRONT of her which is extremely rude. While on the phone with the call center, we were assisted by another *********** agent Khumo (call ref- ********** 3442/GO). It was very difficult to understand him. Adele, the store manager, then took over the call and assisted us, Adele was very friendly and helpful. However, it was only when Adele was at customer service that the staff was helpful and friendly, when she left, no one told us what was going, I had to ask Alicia who then advised that the credit manager Hlobe needed to check their systems for proof that no documentation was signed for. after 10 minutes, Hlobe comes to the front of office and instead of advising us what the outcome was, she started assisting another customer. After 5 minutes I had started becoming frustrated with waiting because it has already been 45 minutes that we were there for. So when i asked Hlobe how much longer we would have to wait (she was still assisting someone else), she advised that no documents were signed so my mum should not have been charged for the service. At this point I was highly irate due to the constant waiting and lack of communication from the staff. It was then that Roganie, the account manager, came to the front of office, she was the manager whom we were supposedly waiting for. After explaining the whole situation to her, she had advised that no one had called her to attend to this matter. Because there was no proof that the service was requested, Roganie advised that a credit will have to be passed and she will be contacting my mum by Monday (yesterday) with a total. Today at 14:12 PM, my mum called the Galleria branch because she has yet to hear anything from the store. Roganie had the audacity to tell my mum that she was busy, therefore she didn't call. Does Edcon train their staff to be so *********** that your customers have to call in for follow up queries. This is by far the worst "service" that i have ever received and that is why i will also be cancelling my account with the Edcon group.