Scandelous behaviour

My friend who is 81 years old, needs to close her account at Miladys only to be informed by their H/O that it must be done at her Miladys branch. On arrival at the branch, she was informed that there is an outstanding balance of R7.00 which she promptly paid. She was then informed that she will have to return to close the account, only when the payment of R7.00 reflects on her account. This is totally ludicrous and a disgrace to treat an elderly person like this and they should be ashamed of themselves.