Unacceptable service

UNACCEPTABLE - I am writing on behalf of my mom. She is an elderly woman and are struggling to close her account. She went to Edgars Secunda in February to close her account. She spent 2 hours there to get an amount to pay. 2 months later she is still struggling. She went there again on Thursday spent another 2 hours and paid another amount. Only to find out she must come back Thursday to get the settlement amount. She is depending on people to drive her around and can not walk or stand for long. This is unacceptable. Her account is paid up and she did cancell everything in February. Where does the outstanding amount accumulate from. URGENT ATTENTION REQUIRED PLEASE. You can call me and I will provide her name and number to call