Where is my mothers investment money

I manage my mother's accounts and investments, as she is blind, and an elderly person. On 2020/08/04 her investment was renewed at the bank, the consultant gave me the best service ever. However, on September first when I needed to confirm the interest accrued for the period since re-investment, the available balance of the investment did not show on her account. It has now been 15 days since it was raised, but no new movement on the account. The amount that was reinvested now shows as a negative amount. I raised this with the consultant in the bank that assisted with the reinvestment, and he provided me with a reference number : TKT***. I cannot fault the feedback and follow through from the consultant, but I fail to understand that this issue is not resolved 15 days later. I am of the understanding from the feedback received that there is a main incident for this issue, as my mother's account is not the only account impacted. However, the monies from the investment, is the monies she lives on, and the uncer*****y and the issue not being resolved is causing worries.