Lay bye problems

I made a lay bye and asked the person who was helping me if my mother would be able to pick it up for me and I was told yes as long as I write a letter giving her the authority to.

She has been making the past two payments on my behalf, they allowed her now on the last payment for collection with the letter they telling her she can’t collect it I must. I am out of South Africa and I had asked about this.

Emailing the head office also didn’t do much as the person assisting me didn’t even care to ask questions but tell me what is write and what is wrong.

Today my mother went back to the shop and she was told the person who helped me does not work there anymore. Now if I cancel this they would have to take 10% of my money.

Was looking forward to getting more things from them but I doubt with such service unclear information given to the customer.