Credit card limit increase

We are appalled by the service my Mother received when she increased her credit card limit. She was informed that an amount of R42 000 was sent to her FNB account. We have checked the bank statement and this amount is not reflecting in her statement. She had given them my email address so they can send the contract of the credit card limit increase, we still haven't received it to this day. The process was done at the beginning of December. Please look into the matter, my Mother has been calling the call centre since yesterday and hasn't been getting some answers. We would like this matter to be resolved ASAP!