Failure to do due diligence

My mom has woolies loan and she provided her debit order details during the application process but no debit order went through so we've been physically paying it in store, she was then given a card to pay her loan on , even her store account on the same card but now it seems like the money that was supposed to go into her store account went to her loan and because of that her store account fell behind even though when we were paying both of them the cashier would ask what we're paying for and we'd be specific even the slip would say. Customer service said they would fix the problem and send the faulty amounts back to her bank account so that she can pay her store account . My mother has been going to woolworths monthly to try and resolve this but still the amount that had to be paid back to her has not reached her yet. She also had a comprehensive plan for her partner who passed away last year but they still continued to charge her the amounts. This month they also tried to debit but on a date we had not agreed on (there was money in the account ) but it did not go through. The consultant said he'd add my mom's other bank account details on the system so that we can pay the following day with a different account, if the debit order fails again and we did that with another account number she had used before but now when a lady from the collections department called today she provided the card number that we used to pay with in store but was told to stop using by the in store consultant. All of this is confusing and draining . Can it be attended to ASAP , we've already provided the POP to the collections department. Hoping to get a solution when you revert back to me.