50% Discount on account

On 3 different occasions messages was received re Settling my mothers account from Lewis by getting 50% discount on the balance. The last message I received was in November 2015 which stated the expiry date was 8 Dec'15 should I want to settle. I immediately phoned and spoke to a lady called Lee-ann at the Call Centre to find out if it's real and is there an extension period on it and she confirmed and said yes it is valid until 5 January 2016. I then made payment at the Lewis branch in Piketberg early Dec'15 with the amount of R2799.11 which was 50% of the owing balance. The manager of the branch informed me to make contact with Head Office and request my paid up letter. I requested the paid up letter and to my surprise a few days after that my mother received a phone call from Head Office saying she still owe a balance! I phoned back and explained from scratch what happened. The account was submitted to Wajida. According to Wajida she processed the account and was send of to Wendy Moore. I spoke to Wendy Moore today and was told that she will have a look into the account. DOES IT TAKE MORE THAN A MONTH TO PROCESS AN ACCOUNT IF AN AMOUNT WAS PAID AND ALL DETAILS WAS CONFIRMED?????