Poor customer service

I do not agree the way Russell's operate. They can't assist their customers but when they want money they know to contact you. In 2011 my mother bought furniture from Russell's in Heilbron and passed away in 2012. I submitted all the needed docs so they can close off the account which didn't happen because they've still send me the account. After the 3rd month I've started to contact and send them e-mails on my costs but still received the account for up to a 1year before they could clear it. In 2012 Dec I bought a cell phone from them and took out insurance. The phone started to give problems I took it to the Germiston store but they didn't want to repair it they said I must pay out of my pocket because its customer damage