CLICKS ONLINE- Missing Money

My mother paid her DSTV and Telkom through the clicks app via their payment portal on 29/10/2021. Only to be disconnected from her DSTV account and CLICKS does not know where the money went to. It will take 72 hours for them to find her payment. I think it's ridiculous and @DSTV claims they don't work with Clicks. so what is the story? Where is my mother's money? My mother said she will rather stand in a looooooong queue than use Clicks online portal.