Lewis store hassels and dont want to take money for accounts

After my employees opend a accout at lewis store wellington and payed there deposits they missed one paymnt on the account for personal reasons they were called numerus times to come make payment and the accounts were 7 days late on 15th the aria manger called aswell and they made arrangments to come pay the 17th august 2020 tey then went to the branch and they wanted to pay something on the account when there was told to them that thy dont want the amount they had with them and they left after this happend they were called to come pay they have been harrased for over 2 weeks and by the time they wanted to come pay they didnt want the money how can you employ someone like that the admin lady and the manager or the store are not treating there clients with any respect. Therefore they were hasseld to come pay just to be shown away bescause they did not have enough money. The main thing is they are getting phonecalls after 7 in tge evenings and not even from the landlines but personal number to come make payment