Foschini have no TCF or Values

It's been over a year whete Foschini has debited my moms bank account owing her over R6K we have been phoning and email Foschini but no one is getting back to us.They requested bankstatements of last year which my mom provided to them and had to pay over R600 at the bank and up until now no one is getting back to my mom.Is this TCF how cannit be