forcefully giving clients loans

what a useless and pathetic service, i called them yesterday to help my mom to make arrangements regarding her loan account, she was told they dont offer holiday payments due to COVID 19 they said no company doesn't have insurance, so i told them (put phone on speaker) if they debit the account its gonna RD and that will cause more negative balance on my mom's account i.e all returns for 4 months those charges that my mom will have to pay... worse after 5 mins i get sms from them saying my loan is pre approved i must send my banking details, i called back to ask who app**** loan? Spoke to Rachel she didn't want to give the name of the person who "forcefully" loaded application she didn't want to, i told her i dont want any loan that i never app**** she must just delete my name on their system... today i receive a call from Capfin a lady called Unathi i told her same thing i told Rachel, i wanted to speak to manager she refused... the way im so furious if this is a way of Capfin trying to take advantage of miserable people during this difficult times its very wrong and should stop...