Poor service

My mom has a finance agreement with nedbank which in currently paying as we share household she has also sent a power of attorney to Nedbank our car was not 90 days in arrears however the account has been handed over to external debt collecters who just rocked up at her place of emplyment demanding the arrears or the car was not given a option furthermore she feels embarresed about how Christine from Turnstone handled the whole meeting as it was done not in person she did not have the car with her at the point of reposession when i spoke to Christine and asked her if she has a court order as she cannot repo the car without that and she said no she doesnt have why than cone out and embarres the client if you dont have the docs to repo she than changed her tone and said she gave my mom a option which is a lie she also sent a whatsapp telling my mom MFC has put her under debt review how can they olace someone under debt review without their consent we have than asked them for a payment arrangement which was declined why we want to pay the car but MFC doesnt want to give us the option i have sent the consultant Genuis Mhalangu a email today as i had difficulty making payment but he hasnt reply but yet he sent out the debt collectors to repo the car further more we are liable for the call out fee for the debt collectors we feel that this whole experience could have been handled more professionaly