“Missing payment”

My mother settled her loan account with absa on the app, it didn’t clear. We called absa, consultants gave us a run around, luckily a lady named patricia was able to track the funds and she redirected us to the right people who said they had escalated the matter. We’ve been waiting for a week now and nothing has been done about the ‘missing transaction’ while my mother continues attracting interests on an account she paid off and they also debited her account after she had settled the loan, the service has really been pathetic