Debt increasing instead of decreasing under Pioneer Debt Solutions

My mother is a client of Pioneer Debt Solutions and her debt amount is increasing instead of decreasing and now that she wants to file a complaint with the National Credit Regulator she is told that she can't access the agreement that she signed with them , only a lawyer can request for it. She has been complaining for over two years and they have been giving her the run around. This company is ******** people and they are now asking her how much money she will get when she retires.