Missing Statement and Unsolicited charges

My mother complained that she wasnt getting statements except SMS with a rising outstanding balance. We went to a Soshanguve Crossing store where Trevor was on duty. The gentleman who was in a hurry to get through the long complaint queue was impatient. My mother didn't know what was being charged on the account and It was unfair that she only found out in store that she was paying for retrenchment cover and other expenses she did not ask for. Trevor promised a detailed SMS which still hasn't pitched. We intend appealing to the credit ombudsman if comprehensive statements aren't forwarded and unsolicited charges reversed.