Unpleasant service

My mother short paid her account end of December due to financial difficulty. Truworths kept phoning and sending threatening messages. Today an agent phoned and she answered, the agent was extremely rude when she told him that she's at the doc and should phone back in 30minutes. He immediately hung up the phone with no response to her request. My mom than got a horrible message threatening her to pay. The service we receive is horrible but we pay loads of money to truworths. She's been a client for many years and spent loads of money but misses half a payment than gets threatened