Poor service and customer service

After my last review on hellopeter about my mom who accidently paid her rent into multi choice account on the second of March, their responds were quick. Very friendly and helpfull and then they disappeared again. My mom had to submit a back statement AGAIN and now they are no where again-more than a week ago. They confirmed the money reflects on their system it must just be paid back to my mom (to pay her rent which is now in arrears).