Edgars must to the right thing

My mother last used her Edgars account in September of 2017, she has made constant payments and is still harassed by phone calls in 2021. She asked multiple times how she still owes money and she is met by rude customer service employees, and it's always a different one every time.

She even made a payment during the difficult year for all of us in 2020. she recently received an SMS that she will be blacklisted, I really want to understand how this is. There is so much Edgars need to explain to its customers because this is just not right