Bad Service

My mother has had a Finchoice account for over two years and has never missed or taken a payment break and has always submitted docs when requested, for the last week she has not been able to take her mobile money loan which should be and has been available to her every month and when she phones all she gets told is they cant help they have to wait for the system to update, for 5 days? Please can someone assist her or inform her of there is a problem, as she is having no joy, and myself being a client with Finchoice has never experienced such problems! Her direct number is ********** or work is **********