Recieving threatening calls

I am so livid as i type this! as i got home yeterday i found my 65 year old mother very upset because she had recieved a call from someone who says they are from Absa.and they told her that she cant run from them, even if she can change her number(mind you my mom has used her number for more than 10 years) they said she has taken so much debt and now she is unable to pay everything. they said they will come to her house and take things that are worth what she owes them, 1. my mom is a pensioner 2. my mom does not have a credit card with Absa but a savings account. my mothers blood pressure went up because she was now so upset. I know for a fact that call was not for my mother but how do you train your consultants on your call centre? dont you teach them how to ask if they are speaking to the right person before they throw fire *****? i really suggest you train your people because i swear should my mothers blood pressure went higher somebody would have to answer...