Horrible service

I am very disappointed at the level of service my mother has received from Vital Aire. My mom was on a medical aid where the arrangement was made from Discovery to Vital Aire for the services. Due to financial strains my mom had to cancel the medical aid and this was processed effective 31 January 2024. There has been some call’s to return the oxygen machine due to this being cancelled, I sadly did get an upgrade on the phone and lost all my history to support with exact time and dates. However the machine was only collected May 2025. Now today an agent called my mom being very aggressive and arrogant about this. He will take my mom to a laywer and they will then sort it. The call agent mentioned he could never get hold of my mom, but there was no call/message/email nothing previously received. With an amount owing of R15914.05. How can this be? This is not right nor fair for my mom. What can we do? How can we get assistance on this.