Poor services and communication

Im posting this on behalf of my mom. She has a game account and due to personal reasons she couldnt pay her full installment every month but made arrangements to pay R300 per month. She has paid every single month. Game would constantly be in contact to remind her to pay. Now that the account is finally paid in full she is due a R600 refund since 26th July she have send numerous emails but didnt het any response. We have send through all the documents 10 times already just to receive an email saying they cant open the docs. When my mom phoned them on the 6th of August they confirmed they receives it. They have soo many excuses and all that my mom wants is to close the account and get her refund. #WIN