Financial matter

Good afternoon

My mother(Hopolang flora Phuti identity number ***) is experiencing a problem with baypot and otogen.she is finished paying bayport and she even pay them extra money to an amount of R8723, 00 so it's being almost 5 months calling them asking if they can remove my mother's name on the credit bureau and refund her money back, now they are saying that my mom was placed under debt review so octogen is the one that must request my mom's refund. I then called octogen requesting my mom's refund and octogen told me that I must pay R123. 00 so that they can help me. I paid the amount now when I call them they say that bayport has not yet send my mom's refund and they can hlp me