why do customers have to struggle

I went to Edgars church street in Pretoria central earlier this year in da early days of January to close my Edgars account.i then went to the customer service then I found the cashier (phillipine) who was way too much ******** she then called the customer service to close my account then the I spoke to the lady on the phone then when we finished talkin she asked me to hand the cashier the phone she wants to talk to her but because phillipine was bussy chatting with the other cashier who was just sitting there to chat here name tag stated LEF she took the phone and hung it down when I told her that the person wanted to talk to her she said we done its closed but she didn't even check.then in Feb I kept on getting SMS sain I mst come and pay my account which I know its closed.i had to pay an unplanned 200 in march because of the cashier I went to the same shop again today(21-03-2015)to close the account and to my surprise the 2 cashiers were still chatting and as usual LEF was sitting next to phillipine chatting.i don't understand what exactly are her duties in the store and what kind of service are those 2 ladies giving to customers????or is it because it's in a black market.