Pathetic treatment of customers

Loan sharks masquerading as a professional entity, my mother missed a payment on her account and despite making a payment arrangement and giving a date on when she would pay, we were woken up in the early hours of a rainy day by one of their representatives who claims they were here to collect payment and even went as far as to suggest taking us to the atm to withdraw money and bringing us back, and when asked what gives them the right to be here, they claim as long as you have their stock then they have every right to be here. I was in absolute shock over this statement