Customer Service with no listening skills

My mother held an account with Woolworths yrs ago. Its paid up. She is due a refund however she is does not have a bank account. I have spoken to quite a few agents over this matter, every time a different person and I have to repeat myself. I need a reference letter addressed to her so we can go into Woolworths for the refund to be paid out. She is 80 years old and I have been on the phone too much, visited the store too many times and emailed till my fingers are blue. Can someone just listen to me and assist. I just want a letter for her so I can take her in.