ridiculers cancelation penalty fees

please advise what are the penalty fees if a customer request your services and on the following day cancels the request? my mother just had an interesting call from one of your staff members informing her about the amount she owes you people just for consulting you guys. Should you not be assisting people to reduce their debts than putting them in more debts? the fee to open a mire file is R10k?? you are playing with poor people minds and making them drown in more debts. fortunately I was there when she received the call. I need clarity on the this if the customer wants to cancel the process why is he/she forced to continue with the process or else be threated with legal fees? this is isnt right.