Poor service from home choice

My mom returned home choice packages. However she constantly received calls from homechoice.

She was asked to make an affidavit and attach proof of Insured Returned Parcel. She sent the documents via email and through VBS WhatsApp.

Months went by, and she is now asked to make "arranged payments" by lawyers from home choice.

May I ask what's the way forward? Should we take this matter to our lawyers?