I need this to be resolved

Our parents are being mistreated by this company . My mother always get different story every time she calls, she was told they have taken documents for interest calculations 5 months ago and she should call on the 7 April 2019. She did that today again they are telling her the application still under interest calculation she should call on the 28th its really not fair because she use money to make all this calls. I need this to be resolved its being more than 1 year and few months.....