JET ACCOUNT DISCREPANCIES

Trying to assist my uncle with his account. For the last 2 years of monthly payments, he hasn't shopped on his account but yet the balance stays increasing. Tried getting assistance by the branches...no help as that is the accounts department work. Call them, get told to send letter of Authorization from my uncle as I am enquiring on his behalf. I do that and request the necessary in an email. It's a week later, still no feedback. This is disgusting, he is a pensioner and is sickly. Jet is robbing people and when asked for assistance the just ignore. What about elderly people that don't have someone to assist them on their behalf or have access to internet, etc... ARE YOU JUST GOING TO CONTINUE ROBBING THE ELDERLY.??? MAYBE NOW AFTER THIS REVIEW, SOMEONE FROM JET MIGHT ACTUALLY ASSIST ME.