Loan approved by Capitec mysteriously disappeared

My mother, HJ Sangweni, app**** for a loan in December and was told that it would be sent to her. She never received the loan amount. When she called to follow up, she was told it was sent, however she never received the contract or statement for the loan. She has been sent from pillar to post, with all capitec consultants not being able to account for where the funds went. Everytime she calls, it's a different story. She needs this sorted out ASAP.