Unable to cancel account and insurance

I accompanied my daughter to Mr Price Mall of Africa branch to request a statement of her account and to enquire on the insurance the branch constantly said they are unable to cancel since April. The account had a balance of R800+ and was being off at R200pm but still owes R500+ as of Sep. Why are they refusing to send the statement and demanding her to pay a verbally given amount without printing out the statement?

Numerous calls made - no response, no reply asdd call centre is busy. How else can we just cancel this account amd insurance already