Unhappy customer

Determination and commitment seems a bit far fetched for a team who is unable to resolve minor issues. My partner cancelled her tracker with your team in January 2022, the team still deducted from her account. As any customer she proceeded to do a reversal and her account was then handed over to Norman Bissett& Associates. Proof of the cancellation request was forwarded onto the relevant departments. Sibongile (at Fidelity) informed her that she will not longer be liable for the amounts she was handed over for and she can pay for the cancellation fee (R800) and her contract would be cancelled. To our shock, this matter is still ongoing and my partner is still receiving calls stating that she was handed over! I have emailed NUMEROUS people trying to get this matter resolved yet all of their staff seems to lack communication, commitment and customer service etiquette.