Contract cancelled

My mother a pensioner cancelled her contract with one2one her sim was cancelled they promised her it will be sorted out in the next 24 to 48 hours after 5 days which includes a weekend they tell her now to wait cause it can take up to 6 working days. Very dissapointed in there service is this how they treat the elderly pls investigate her numbers is as follows ***and ********** . Thanking you in advance