Why is backabuddy not paying out campaign monies?

We set up a crowdfunding campaign fro our daughter, through backabuddy last year as her goal was to compete live, in one of the most prestigious ballet competititons. This was to happen in Spain during December 2023, but time was not on our side and we decided to enter her online. She made the top 12 and then was awarded a scholarship to New York. So the crowdfunding campaign was changed to this instead. We received payouts as the funds came through until backabuddy did some maintenance to their website, it all came crashing down. I have ben patiently waiting fro payout since mid April2024, which I still have not received. I have requested payouts via their website and I have received a reply from Carla ( the manager) acknowledging the fact that we have been waiting fro payout since mid April and a payment should be made to my account the next day (21 May) via immediate clearance, which was made, only not the full amount. An amount of R956.86 was received. The total amount due is R9 443.18, as per the screenshot taken on 21 May. When I logged on again, available funds showed R0.00 but I have not received any payout as yet. I have sent numerous emails, payout requests since then. Only to receive the generic automated reply every single time. Eventually, I got a hold of someone via telephone last week, Lucinda. I explained the situation and she requested screenshots of my campaign profile as well as bank statements. Which I have sent through the same day. Lucinda promised to have feedback for me that same day, but nothing from her side until I called again requesting feedback. She did not even check for my email untl I asked her if she received it. She then proceeded to tell me she will mark it as urgent and copy in Carla ( the manager which I am still waiting to hear from). On Friday last week, I called again because as per usual, no feedback from Backabuddy only to be told by Lucinda that the issue is still not resolved and I should wait for feedback from the finance department. It's Tuesday today, 28 May, I still have not heard anything from backabuddy with regards to when I will receive our funds. I have called again today, Taswill answered my call. Said he needed to have a look at my query and willl call me back (which he did, the only person to actually call me back) He does not have answers for me either and Carla is still not available to take my call or reply to my emails. I asked to speak to her again, she was not available. What is actually going on? Is backabuddy taking campaign monies? Do they have our monies? Why is no one, especially a manager not able to return client calls or reply to emails? I find this highly disturbing, unprofessional on every level and just unacceptable. A friend of mine has also been struggling to get her funds from backabuddy.