Bad service

I have been trying to get hold of jet head office their numbers is *** because of the clothing account my mother has with the store, the store is a **** they telling us that my mother has policies with them which she has never joined but they say she has and when I ask my call to be directed to someone who will have answers for us the line keeps on cutting me off I have been trying to sort this issue for the past two days but I can’t because they not answering their phones and they don’t have answers for us my mother’s account is on +-6000 but she has never made any purchases for the past 18 months but the balance just keeps on getting higher This is very sad my mother is worried and she can’t be helped and she is a pensioner now