No Formal Demand Letter only sms

My 59 year old mother has defaulted on her balloon payment due on the 20 May 2015. She has never missed a payment on this account. She has been on Incapacity Leave since 2012 due to stress, depression and diabetes which rendered her not be able to work but earned a basic salary. We discovered by chance that an sms from Tebogo Mabilo requesting her to contact him.We have been trying to reach him and managed to reach him today. We said our mother wanted to send through a letter as an acknowledgement of debt and seeks an amnesty to the balloon payment and a request to make arrangement payments to eventually settle the account. He just told us that the account has been forwarded to a Dumi Morane and he has initiated for someone to visit my mother tomorrow. This I found shocking and strange as she has never received any formal demand letter from ABSA as per the National Credit Act. She has had a sterling payment record for the account. We still have no idea under which capacity and jurisdiction will the possible visitor be? This will feel is as exploitation of vulnerable elderly women and poor customer care. Only a Sherriff of the court can visit her after a judgement, there's none.