Terrible Customer Service from Spec Savers Cavendish

My husband had glasses made for him. The medical aid paid 75% and we had to pay the balance. Due to unforeseen circumstances we couldn't pay it. We were called and reminded constantly to pay. On Friday we wanted to pay the full amount outstanding and collect the glasses. Only to discover they only had his lenses and no frame. They then said he must come in and choose another frame cause they can't get the same one. He refused to go back to them. Can you do that? Take a customers glasses apart and still demand and call regularly for payment, and the medical aid paid 75% already? It this customer service from Spec Savers in Cavendish? Today we get a call to say the account has been handed over.