Disgusting service

i am writing this on behalf of my mother who is 70 years old and has no access to the internet, my mother has been a client of SOS protection for many years, her house was broken into a few years ago and she felt unsafe so she signed up with SOS, her monthly subscription is being taken out of her bank account and has never missed a single payment, so on the 31 January 2019 like clock work her fee was debited and on top of that an amount of R 1400.00 was also taken without her knowledge or her being notified that this was going t happen, i then sent an email to a manger at SOS and i was never responded too, i then called week later and spoke to someone by the name of Gail who said that Jessica was not available but she looked into the email i sent, she then informed me that there was service done on the alarm system and that service was not billed or paid i then asked to be sent the invoice s that i could speak to my mom, she also then informed me that the services would be suspend due to the non payment of the invoice, i received the invoice and it was dated 31 March 2017, i then sent an email back advise that this was truly unacceptable and so far i have not received any feedback or response. i spoke to my mother over the weekend and she informed me that she remembers someone coming out to look at the alarm however that agent made her pay R 300 for the service and so she thought all was in order as she never received an invoice or anything there after with regards to the service or anything. she has paid for the service for this month and i feel that it is truly unfair that her service should get disconnected because of the mistaken on your end by not invoicing the client 2 years ago. she speaks so highly about your company but after this she has never been so disappointed and disgusted by the lack of respect and treatment she has received.

hopefully someone will respond to me via email ********** or ********** or **********

regards, Lizwelihle