ABSA =BULLIES!!!

My sister went through a rough patch financially and sought the assistance of Debt counseling to help consolidate and service her accounts until she’s able to finish them off and start life on a clean slate. One of her accounts is held by ABSA vehicle financing, her account is being serviced monthly through the debt counseling company Zero Debt. Without any communication from ABSA, a man went to my sister’s workplace to repossess her car on an instruction from ABSA and these people keep harassing her for the car. ABSA hasn’t said anything to my sister to a point where we are not sure if this whole thing is legitimate. The men are saying they want the car or full payment of the outstanding balance. Is this how ABSA operates? By sending bullies to threaten customers who have acknowledged and are servicing their accounts? What is the process to be followed prior to resorting to repossession? Shouldn’t there have been prior communication? Does the bank disregard government intervention and legislation ? We have contacted the call center but couldn’t get assistance, the last request for a call back was also ignored. A consultant of ABSA said it’s a norm to be on hold for more than 10 min. This can’t be right. We need answers.