Liars or Incompetence?

On 11th August Donna Hayes of Simple Debt Solutions emailed my wife:

"As discussed, you have advised that your ex partner has paid in full outside the terms of the IVA, all of your creditors save for Max Recovery and you have advised that you have confirmation for this.
I have spoke to your Supervisor who has advised that if you pay the remaining balance owed to Max Recovery of £1,006.88 together with our remaining fees of £2,420.00, that your IVA will be concluded."

After this was paid they changed their tune and now more meetings will be required - "ker-ching". Was Donna Hayes lying, was "the supervisor" lying, was this innocent incompetence or a clever ploy to rack up more fees?

Update: They now seem to have reverted to their original position.