missing money

hi there ,my friend paid the account every month ,when the place was transfered to her name she still continued payment up until she received her own account to show that the rental stock flat is finaly in her name ,for more than 3months weve been contacting head office and she evens went into the local office about the money that she paid on the old account ,she was actualy paying an account that was closed R900 + .nobody seems to know where the money is ,they come up with all sorts of excuses everytime i ph head office ,and i feel like you guys are just refusing to pay back that money ,is this how you treat your tenants ,shes a single mother and i feel i had to speak out on her behalf ,you guys are very quick when it comes to eviction ,so why cant you be so quick when it comes to money that has been paid in advance to a account that has been closed