BAD SERVICE FROM TELJOY / Not keeping to their agreements with their clients

My mother currently have an Teljoy account, which I've arranged with Teljoy to pay on behalf of her as she cannot afford to proceed with the payments monthly. The account is in arrears, and I have contacted Teljoy and arranged to have the amount paid off in order to avoid collection of the goods. The arrangement was accepted! Then a week later an email from the collections agent informing her that the goods will be collected!!! I then got in contact with the Collections Manager again and advise that a payment will be made on this account, and the balance will be paid by next week. Again another email from the Collections manager today, advising that no payment was received (payment was made as promised) and that they will be collecting the goods! This is not very good customer service, Teljoy does not want to wait another 5 days for the full arrears amount to be paid, but just want to collect the goods! And all this after arrangements was in place. How can Teljoy team make an arrangement with their clients, and then a few days after the arrangement informing the client that the goods will be collected!!