Pensioner held to to ransom: constant demand for payment and daily harassing

This post is on behalf of my grandmother who has been paying off an alleged Edgars account for the past 2 years. No statement and no reconciliation of accounts have been received by her. - despite numerous requests for these. As she is a pensioner and has trouble commuting,I attend to the payment on her behalf on a monthly basis via internet banking - using the bank details and reference number that has been provided and used by us for months. Today , Norman Bissetts rudely called, demanding payment - which was made 3 days ago and proof of payment sent. They claim nothing has been received and sent another SMS with a completely different reference. No one can answer as to what the account balance is, or show that the payments made on a monthly basis have been app**** to the alleged outstanding amount. For a pensioner, this is extremely stressful especially since she could be paying a debt that may have already been fully paid. We need answers!!!