Unallocated payments

My wife has been making payments to an Absa Account for outstanding amounts on her Woolworths Visa Credit Card since 2013. This was when the account was handed to Easton Berry Attorneys. She has now been informed that some of these payments can no longer be allocated. Why the sudden change??? There are now payments made to this account which your office is expecting my wife to have reversed. The banks have advised that there is a cost to have this reversed. Why should she bear the cost and the inconvenience? She is unemployed, and your office had made no effort to trace these payments and have them allocated. She has been dealing with Saroj & Diane Chetty, both of whom are extremely unhelpful. They have provided new banking details but those provided are invalid and cannot be used for payment. She cannot make further payments until this problem is resolved.