Poor service

My mom has been paying her account every month. She started receiving calls and emails that she owes are account it came as a shock to her. She went to the store to find out what was happening and still got the same respond. She got home checked her slips only she found out she has been paying into an a point that was not hers reason being she was giving a card that’s not hers in the store. That’s carelessness. Your card is not with her and she has been paying. We need this sorted. This was done at identity lakeside mall.