Worst debt collecting company

My mother has been her Capitec loan to Hammond and Pole since 2017, has requested a statement but no one has gotten back to us. We keep getting rude agents who want her to increase her instalment. She got a call today for her to increase her insatalment AGAIN!!!! when she wanted to find out how much her balance was the agent said she will tell her after 3months, I am certain this is a lie!!!! You guys are ripping her off, how is possible a credit provider is unable to send a client information they require from them. All we get are rude people we spend hours on the phone with no help.