Finchoice Creates problem for 76 year old clients name

Hi. My mom had a loan she finished pay finchoice in Dec. Yet there was a smaller amount deducted in Jan for no reason. It took about a week for my 76 year old mom to get this fixed. That money was re-embursed eventually. However, when she and I went on her mobi profile three days ago to check it that same amount is showing she's in arrears and that this is preventing her from taking any further loans should she need. How can Finchoice not update their end, for something they did all this time? This arrears thing is making moms name look bad. We needed money for me to go to varsity. Now look three days of calling and emailing and still no help