Unacceptable payment arrangement made by your Collections department

I am writing this on behalf of my elderly parents who have been clients of Cape Consumers since July 2004. My parents are going through a very though financial situation at the moment as they are pensioners and this pandemic has also placed a lot of strain on them financially. My dad contacted your collections department in Feb/Mar of this year as they have fallen in arrears with their payments and he got in contact with a Debbie Swanepoel in your Collections department. He explained that their financial situation has changed and that they would like to close the account and make an arrangement to pay the outstanding amount over 3 months. Debbie rep**** and confirmed an amount and an arrangement was made to pay an amount of R3000 for 3 months and account will then be closed. They have now held to their arrangements for the past 2 months = R6000 and my dad enquired what the total balance of the outstanding amount is in order to settle as they want it closed. Low and behold Debbie Swanepoel comes back to them with an amount which is almost the same as the initial amount she confirmed via e-mail in their initial communication. She is now stating that the budget facility on their account was not added to the amount she confirmed as well as interest. Please note that no statement was sent to my father during this time, most probably due to the pandemic and no statement was discussed with him when he made the arrangement. I have been in the financial sector for a while now and according to me the information provided by your employee was false and she knew my parents situation (they disclosed this) and she also knew that they wanted to close the account (confirmed in my dad’s e-mail). So she should have provided them with a suitable arrangement, discussed the statement and settlement amount on the full account. My parents are steering towards their 70’s and they do not need this extra stress and people confirming “incorrect information”. This is totally unacceptable and I would like the matter resolved asap. I need to speak to someone who will be able to assist with this matter urgently. They can contact me directly to discuss as my dad has a problem hearing clearly on his cellphone.