Bad service

My mother has an account with Russells, she does not have an email address nor a cellphone. We have been paying her account and have not to date received a reconciled statement/ invoice. In July when I made the payment the lady informed me that the balance she is writing down does not included the payment that I made that day. when I went to pay the account today, they gave me the same amount that the lady wrote down as the outstanding balance.

i have tried to call the Head Office and the consultant Bongile was so unhelpful and requested that my mother sends an email cause she cant assist. We just need an updated statement/ account to see what the actual outstanding amount is. My mother is a pensioner and cant have this stress upon her.