Paid up letter

It brings me great disgust and pains to know that even senior managers at a renowned retail store Woolworths fails to help their clients I have been waiting a paid up letter that was closed and even confirmed by experian that the account is closed but up until 2 months I await positive feedback that amounted to nothing, why gain the support of clients but fail to act on restorative measures to assist them is it only about money that these retailers prey on or the goodness of the service ....