Troubled client not answered and pestered

I was asked by a family member in financial need, who is one of the hair dressers who developed terrible financial problems during the Covid period due to the fact that she could not work, to assist with her Woolworths problem after she fell behind with her payments. The account was handed over to the attorneys of Woolworths, namely Anthony Richards & Associates. I obtained a letter of authority from the family member and forwarded it with all other relevant documentation to the attorneys. I spoke to Elize, Monecia, and Tania at the attorneys, in order to establish how we can work together to reduce the monthly premium, and even offer a down payment of a certain amount. Several emails were exchanged with the attorneys to no prevail. All we asked was that they should provide us with the following : Their costs, the interest rate and the required monthly premium that will be needed after the down payment, in order to redeem capital as well as costs. The interest rate currently on this account is a ridiculous 17.5%!!!!!!! This all, was answered with a meaningless email from the attorneys accompanied by the contract of the client. I then phoned Woolworths head office, where I asked to speak to a senior manager in the recovery department. I was put through to Luqmaan Bonester who claimed that he was the right person to speak to. I explained everything to him and send him the email chain with relevant documents attached on 26 February 2021. No answer was received. I phoned again yesterday and spoke to Karin, who refused to give me her surname, then to Zizitho who promised to get the correct Senior Manager, Beatrice Erasmus to contact me. I am still waiting for a phone call or an email. Woolworths is honestly making a huge sum of money out of a struggling client, due to a ridiculous interest rate and also legal costs that are not declared. In the meantime, the client is constantly being pestered with phone calls from the attorneys, claiming that there are no records of any negotiations or emails from me. We are totally discouraged by the way this situation is handled. Nowhere to go.