Anna wrote the details of this call on to Mary's new file and wrote, 'Call back on 5 October 2018' at the top. Meanwhile, Jake found the letters from FF and googled DCI to discover they were a debt collection agency. The following week, on 12 September 2018, Derrick picked up Mary's file at DCI and decided to follow up on the debt. When he called, Mary answered, and he asked her to identify herself. Shakily she did. Derrick then proceeded to tell Mary that she owed DCI $2,986 and that she needed to pay the amount in full within 7 days. Mary was confused and intimidated by Derrick's words and started to cry. 'I don't understand,' she said. 'Who is DCI? I don't owe you any money." Derrick explained that the debt had been transferred from Freddy's Fridges and Mary started to understand what was going on. "But I don't have $3000,' she said. 'I'm on the pension and I've just come out of hospital. Andrew, from Freddy's Fridges, said that we could arrange a payment plan.' Derrick responded, "It's too late for that now. If we don't get something from you this week, we might need to commence legal proceedings against you." Mary began to cry again, and at that moment Jake arrived at the house to check on her. Jake took the phone from Mary and said, "Who are you and what is all this about?" Derrick introduced himself as being from DCI, but claimed that he couldn't say anything further due to confidentiality. Having guessed what was going on, Jake said, 'As I told you guys last week, my mother just got out of hospital. She's on the pension and can't afford to pay you right now. You need to back off and let her recover. Derrick asked to speak to Mary again, but Jake refused and hung up. On Mary's file, Derrick wrote 'Son claims she is sick. Call back on 19 September 2018.' On 15 September 2018, Mary received a letter from DCI with the heading FINAL NOTICE. In the letter, DCI stated that she had 7 days to pay them $2,986 or they may commence legal action. On 19 September 2018, another person from DCI called Mary's phone. When Jake answered the phone, they asked to speak to Mary urgently. Again, he told them that she was unwell and did not have the means to pay her debt immediately. Further notes were made on her file. On 22 September 2018, Mary receive another letter from DCI with the heading 48 HOUR NOTICE. In the letter, DCI stated that she had 48 hours to pay them $2,986 or they may commence legal action