Russels now Bradlows

My mom has been paying Russels and now the amounts have somehow disappeared. She was told when she wanted to check her balance in Bradlows and that the store has now been taken over by them.

I phoned the Resolution center and spoke to Dominique who refused to give me her surname cos according to her she is under no obligation to do that. She told me that her surname has got nothing to do with my call. I did not get any assistance from her as she told me that she cannot escalate my mothern's matter. How can a payment especially when she has receipts not show but if it was a debt they were gonna find it and transfer it to new store?