Losing a home because of RCS!!!!!!

I am writing on behalf of my mother in law. While in the process of buying a house, Standard bank informed her that they cannot proceed with loan until she sorts out her account with Edgars that was on Credit Bureau for bad payment. Anyone that knows my mother in law knows she would never have any accounts in arrears. In regards to her Edgars account, she paid the account completely and hasn't used it for over a year. When she checked her credit report she notice that they said she owed over R300 but they never contacted her once to ask for payment.

Come to find out the reason they were charging her was for a Hollard policy that she cancelled a long time ago, which insurance company keeps a policy open for a year with no premiums paid? Anyway Standard bank said that she should pay the R300ish amount and ask Edgars for a letter stating her account was up to date and that they are preparing to close it. Even though she doesn't owe the money she went immediately to Edgars and paid everything off.

She phoned Edgars and spoke to a consultant who said that the letter would take 4 days, after 4 days she phoned and another agent said they can't do anything because Edgars is sold to RCS. Call RCS and they say they can't do anything because it takes 30 days to close an account!

Many emails, phone calls and Facebook messages later finally got someone from Edgars to escalate the matter with RCS but RCS has no responded. I have emailed and contacted every possible email address and phone number but we are still getting nowhere.

Why is it so hard to just type a letter saying the account is paid up and is being prepped to close that's all we need. In essence my mother in law will lose the opportunity to own her very first and only house just because of a R300ish error on the part of RCS/Edgars This is totally unfair and something needs to be done.

It's totally ridiculous that it's so hard to just get a letter!