Jet robbing people off their old age grant money

Hello. I've had the most pathetic experience with Jet Stores. I was trying to close an account that belongs to my 85year old grandmother who is mute and bed ridden with Jet. I was sent from pillar to post by their staff and the manager called the head office and was told that the payment I made on the 4th of July 2019 will only appear after 2days. I then called the head office yesterday only to be told that I can't close the account on her behalf. I personally think this is so unfair because my grandmother has to pay charges on the account that she doesn't use anymore from her old age grant Jet stores are being cruel to older people who can't say anything by themselves. Please help me because this is very frustrating for me and my family.