Jet clothing store is a *******!!!

My mother has a jet clothing account...in 2021 she took a huawei cellphone over 24 months and pants which in total cost about seven thousand. It is now nearly 6 years and she is still paying Jet and her balance is still about R4000.00. My mother has requested a statement numerous times but Jet never sends it. Jet we need to know what it is that my mother is still paying for and why is she not getting any statements?