Cheating Dishonest *******

In 2018 my mother in law purchased a base set and kettle fro Lewis in Ventersdorp on higher purchase. The base set was R2999.99 and the kettle was R499.99. She had the bed for approximately two months when the bed started sinking in the middle. she then reported this to the store and was told that the warehouse was closed and that the bed could not be replaced please bear in mind that this was 2018. to date the bed still has not been replaced as according to Lewis their warehouse has been closed since 2018. Tw weeks ago we went into the store to request a statement of account as we suspected that something was not adding up on the account. we then discovered that she had been billed for and had been paying for a 137cm encased mattress protector as well for the value of R399.99. I also noticed that there was interest charged on this account and that the interest amount changes every month. Her monthly installment is R369.15, and she always pays R400.00 per month, the statement is very unclear as it does not show how the monthly installment of R369.15 is calculated, it only shows interest, service fee and her monthly payments. i then called Lewis head office to query all these things that i had discovered. I was informed of the following, firstly that she had to go into the store as she now had store credit for of R399.99 for the mattress protector that shw as incorrectly/**********ly billed for and that she would not give her her money back for this item. just imagine they **********ly billed her for this item and then they still expect her to go to the store and buy something for R399.99. Besides the fact that she has been paying interest and service on this R399.99 for two years. I told the gentleman from Lewis that we are interested in any of their products as the kettle only worked for month as well. so their products are of very poor quality and that we want the cash back including the interest and service fee that was paid for the past two years. he then informed me that they have no idea how to calculate the amount of the mattress protector that she had paid to date. he then suggested that i get the copy of the contract to see how this calculation was done. I advised my mother in law to go to the store and obtain a copy of the contract as she had misplaced her copy. she was informed by Pinky the store manager that firstly they do not have a copy of the contract, "AS IT WAS AN OLD CONTRACT", I dont understand what that means as she is still paying Lewis for this OLD CONTRACT. And Pinky also advised her that she has to buy something from the store for the value of R399.99 for the ********** item that was put onto her account. As i am in Johannesburg and she in the North West Province, i then advised my mother in law that she must not go into the store anymore as Pinky is exploiting her and taking advantage of the fact the she is a 79 year old pensioner. I cant believe the lack of empathy and care that Lewis is displaying to their customers. My mother in law has been buying from Lewis for years. I also would an audit of all her previous accounts with Lewis. The gentleman from head office told me straight out that i am more than welcome to escalate my complaint as they really are not interested in settling this matter amicably and honestly. This is just typical of the previous regime, when people were oppressed and did have a voice and they were just expected to accept such terrible oppressive treatment. next i am writing a complaint to the National Credit Regulator and i will not stop until my mother in law has been treated with the respect that she deserves. Just imagine *****ing from a pensioner who hardly has enough money to survive month to month and they are just taking and taking from her all the time and this has been going on for YEARS!!!!!