They do not want to give us a transactional statement

My mother has been calling MSA consultants for a statement 4 times for almost 2 weeks. the first consultant named Natasha said they have to request the statement and my mom will receive it by close of business that day, but no statement was received. second, third and forth consultant same story. my mom has been receiving texts from debtors saying her payments are late. The money is debited on the 27th of each month by MSA consultants but my mom will get sms's of late payments by the 13th of each month. My mother would like to close off her debts but wants to review the progress ever since she joined MSA but she is getting such bad service when requesting a statement. I called on her behalf today and requested to speak to the manager and just like how most call centres operate i was told " sorry ma'am my manager just stepped out" but funny thing is when i went on and on suddenly the manager just walked in to speak to me. my mom wants that statement by TODAY!