No passion only filling pocket

My moms doggy is in hospital because he was sick. Had to make payment upfront which me did but doggy was admitted. Nowhere did any of the staff inform us that there are no payment arrangements facility available if we are not able to pay the bill. Only a tablet was pushed infront of us and dr said sign here and there. Which we did. Still no explanation with regards to money. Now the owner very rude person recons that the day the doggy needs to be discharged my mom who earns only a pension will put down R10 000 before she can have her doggy back. Basically no money no dog. I am gone contact the SAVC to find out if this is even allowed. Now the doggy must think my mom deserted him but she didn't. I do understand that caring for the doggy in the vet cost money to get him well again but just talking to your customer and explaining how things work would have made the situation different